• Refund policy

Refund policy

Effective date: 15 September 2026 (Europe/Bucharest)
This Refund Policy forms part of the Terms of Service.

Your legal baseline

Consumers who buy online generally have a right to withdraw from a distance contract within 14 days without giving a reason, subject to the legal exceptions described below. Separate statutory rights apply when goods are defective or otherwise do not conform to the contract.

How to request a return or withdrawal

The easiest route is to open the delivered order in your PawRoutine account and choose Request return.

You may also exercise your rights without using an account. Send an unequivocal statement to contact@pawroutine.com, or call +40 782 643 275. Include enough information for us to identify the order, such as your order number, name and checkout email.

Please wait for the case-specific shipping instructions before sending a parcel. This lets us provide the correct return location and cost route. Sending early does not remove your statutory rights, but it may delay handling or send the parcel to the wrong location.

Change-of-mind returns

  1. Withdrawal period. The period normally expires 14 days after you, or a third party nominated by you other than the carrier, receives the goods. For goods delivered separately, it normally starts when the last good, lot or piece is received.
  2. Sending the goods back. After notifying us, send the goods without undue delay and no later than 14 days from the notification date, unless we expressly tell you that no shipment is required.
  3. Direct return cost. For a change of mind, you normally bear the direct return cost unless we agree otherwise or the law requires a different result.
  4. Inspection and diminished value. You may inspect the goods as you would in a physical shop. You are responsible only for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning.

Refund timing for a withdrawal

  1. We reimburse without undue delay and no later than 14 days after you inform us of the withdrawal.
  2. We may withhold reimbursement until we receive the goods or you provide verified evidence that you sent them back, whichever occurs first.
  3. If we expressly waive the return and tell you to keep or safely dispose of the item, no dispatch evidence is required.
  4. A security link or operational deadline for uploading information does not shorten your statutory rights.

Refund amount and delivery charges

For a full eligible withdrawal, the refund includes the price paid for the returned goods and the cost of the least expensive standard outbound delivery offered for the order. Extra cost caused by choosing a more expensive delivery method is not required to be refunded. Outbound delivery is not normally refunded for a partial return unless required by law or expressly approved.

Amounts are calculated per approved item and quantity. Any lawful deduction for diminished value is reviewed separately and is not applied automatically merely because packaging was opened.

Original payment or optional store credit

The original payment method is the default refund route. After approval, you may expressly choose optional PawRoutine store credit instead for the approved product value.

  • The store-credit principal is the approved product value only.
  • The promotional bonus is 5% of that principal, capped at EUR 5 in total per order.
  • The principal and bonus are recorded separately and do not expire.
  • Any eligible outbound delivery refund remains on the original payment method and receives no bonus.

Store credit is voluntary. If you do not expressly select it, if the amount changes before issue, or if the case cannot safely use credit, the original payment route remains the default or the case is reviewed manually. Choosing credit does not waive mandatory consumer rights.

The secure choice link is valid for 7 days. Its expiry does not close the return. Without an express store-credit choice, the original payment method remains selected.

Defective, wrong, damaged or incomplete goods

Your statutory remedies for non-conforming goods remain available. Depending on the facts and applicable law, the remedy may include repair, replacement, price reduction or refund.

For an eligible defect, wrong item, transit damage or missing part, PawRoutine will organize the suitable return route or reimburse an eligible return cost where required. We may also decide that you can keep or safely dispose of the item. Please do not arrange an expensive return service before receiving our instructions.

For visible transport damage, please contact us as soon as practical, ideally within 24 hours, and keep the parcel, shipping label and packaging available for photographs. This timing helps us make a courier claim; it does not shorten or remove your statutory rights.

Evidence and secure links

We may request photographs of the product, shipping label, outer box and inner packaging, or other information reasonably needed to understand the case. Customer-reported tracking is checked before it is treated as verified dispatch evidence.

A private upload link may be limited to 24 hours for security. If it expires, ask for a new link. The link expiry does not close the return or reduce any legal deadline.

Legal exceptions to the withdrawal right

The change-of-mind right does not apply where a statutory exception applies. Examples relevant to a pet store may include:

  • sealed goods that are not suitable for return for genuine health-protection or hygiene reasons after they have been unsealed;
  • goods made to the consumer's specifications or clearly personalized;
  • goods liable to deteriorate or expire rapidly.

An exception is assessed for the specific product and circumstances. It does not remove rights relating to defective or non-conforming goods.

Return route and address

The correct return address and route are provided after the case is reviewed. Do not send a return to our registered office unless we expressly instruct you to do so. PawRoutine currently routes approved returns to its configured return location and may add other European locations in the future.

Model withdrawal statement

To: PawRoutine, contact@pawroutine.com
I hereby give notice that I withdraw from my contract of sale for the following goods: [insert goods]
Ordered on / received on: [insert date]
Name: [insert full name]
Address: [insert address]
Date: [insert date]

Contact

Email: contact@pawroutine.com
Phone: +40 782 643 275
Full trader details: Contact information

After a completed refund or store-credit issue, we send the customer confirmation and the applicable invoice correction document by email.