Returns & Refunds

Returns should feel clear and manageable. Start from your PawRoutine account and we will show you the next step for your specific order.

Open my account and request a return

How to start

1. Sign in with the email address used at checkout and the one-time code sent to that email.
2. Open the delivered order, select the eligible item or items and choose Request return.
3. Wait for our case-specific instructions before sending a parcel. This helps us give you the correct address and the lowest suitable return route.

If you cannot use your account, email contact@pawroutine.com with your order number and an unequivocal statement that you want to return the item or withdraw from the purchase.

What happens next

• Change of mind: you normally pay the direct return cost, unless we agree otherwise. We may ask you to use tracked self-shipping.
• Defective, wrong, damaged or incomplete item: PawRoutine will provide the appropriate solution and will organize or reimburse an eligible return cost where required.
• Keep-item solution: when returning the item would not make practical or economic sense, we may tell you to keep or safely dispose of it. Do not send anything in that case.

Sending a parcel before receiving the correct instructions does not remove your legal rights, but it can delay the case or send the parcel to the wrong location.

Photos, parcel details and tracking

For a defect, wrong item, damage or another issue that needs evidence, we may send a private upload link. It accepts up to 6 JPEG, PNG or WEBP images, up to 10 MB each. A security link can expire after 24 hours, but this does not shorten your return rights or close your case; ask us for a new link if needed.

If you arrange the return yourself, use the secure link we provide to enter the carrier, tracking number and dispatch date. A tracking number reported by the customer is checked before it is treated as verified proof of dispatch.

Refund choice

The original payment method is always the default. After an approved return, you may instead expressly choose optional PawRoutine store credit for the approved product value.

• Store-credit principal: approved product value only.
• Bonus: 5% of that principal, capped at EUR 5 per order.
• Expiry: none.
• Eligible outbound shipping: refunded separately to the original payment method and receives no bonus.

The credit option is voluntary and does not reduce your statutory rights. If you do not make an express credit choice, the refund stays on the original payment route.

The secure choice link is valid for 7 days. If it expires without an express store-credit choice, the original payment method remains selected and the return itself stays open.

Timing for change-of-mind refunds

We reimburse without undue delay and no later than 14 days after you tell us that you are withdrawing. We may withhold reimbursement until we receive the goods or you provide verified evidence that you sent them back, whichever happens first. If we expressly tell you to keep the item, no return shipment is required.

Full rules

Eligibility, legal exceptions, diminished value, delivery-cost rules and the model withdrawal wording are in our Refund Policy.

After the approved refund or credit is completed, we send a confirmation and the applicable invoice correction document by email.