Refund policy
Return & Refund Policy
At PawNova™, we want you and your pet to be completely satisfied with your purchase.
30-Day Returns
We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.
To be eligible for a return, your item must:
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include proof of purchase or your order number.
How to Start a Return
To request a return, please contact us at:
📧 Email: ajcrystal474@gmail.com
If your return is approved, we will provide instructions on how and where to send your package. Returns sent without contacting us first may not be accepted.
Return Address:
Our return address will be provided after your return request has been approved.
Damaged or Incorrect Orders
Please inspect your order upon arrival.
If your item is damaged, defective, or you received the wrong product, contact us within 7 days of delivery with photos of the issue. We’ll work quickly to resolve it with a replacement or refund.
Non-Returnable Items
We cannot accept returns for:
- Personalized or custom-made products
- Gift cards
- Final sale items
If you have any questions about whether your item qualifies for a return, please contact us before sending it back.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please return your original order (if eligible) and place a new order after your return has been approved.
European Union Customers
If your order is delivered to a country within the European Union, you have the right to cancel or return your purchase within 14 days without providing a reason.
The item must be unused, in its original condition, and returned with its original packaging and proof of purchase.
Refunds
Once we receive and inspect your returned item, we’ll notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank or credit card provider may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at: