• Refund policy

Refund policy

Effective date: 04 March 2026 (Europe/Bucharest)
This Refund Policy is incorporated into and forms part of the Terms of Service.

Legal baseline (B2C)

Consumers who purchase online (distance contracts) generally have a right to withdraw within 14 days without giving any reason, subject to legal exceptions.

How to request a refund or withdrawal

To request a return, refund, or withdrawal, please contact us first:

  • Email: contact@pawroutine.com
  • Phone: +40 782 643 275
  • Order information required: order number, full name, delivery address, and the reason for contact (withdrawal / defect / transit damage / wrong item).

Please contact us before sending any item back. Returns sent without prior written authorization may delay processing or be refused if sent to the wrong address.

Change-of-mind returns (right of withdrawal)

  1. Withdrawal period. The withdrawal period expires 14 days after:
    • you acquire physical possession of the goods; or
    • in the case of multiple goods delivered separately: physical possession of the last good; or
    • in the case of lots or pieces: physical possession of the last lot or piece.
  2. How to exercise withdrawal. You may notify us by email using any unequivocal statement.
  3. Return shipping costs. If you withdraw for change of mind, you bear the direct cost of returning the goods, unless we agree otherwise or unless required disclosures were not made.
  4. Return deadline. You must send back the goods without undue delay and within 14 days from the day you informed us of withdrawal.
  5. Condition of returned goods and diminished value. You may inspect goods as you would in a physical store. You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Refund timing and method

  1. Refund deadline. We reimburse payments received, including standard delivery costs where applicable, without undue delay and in any event not later than 14 days from the day we are informed of your decision to withdraw.
  2. Withholding until return or proof. For sales contracts, we may withhold reimbursement until we receive the goods back or you provide evidence of having sent them back, whichever is earlier.
  3. Refund method. Refunds are issued using the same means of payment you used, unless you expressly agree otherwise.

Non-returnable items (sanitary and other legal exclusions)

The right of withdrawal does not apply where a legal exception applies. Most relevant for this store:

  1. Sealed goods once unsealed. Sealed goods not suitable for return due to health protection or hygiene reasons that were unsealed after delivery are excluded from withdrawal, where applicable. For clarity, this typically includes sealed pet food, treats, supplements, hygiene products, and similar consumables where, once opened or unsealed, the item is not suitable for resale for genuine hygiene or health reasons.
  2. Other exceptions may apply depending on the product category, such as clearly personalized goods or goods liable to deteriorate rapidly.

Damaged, defective, wrong, or missing items

Transit-related damage claims (24-hour rule)

  1. Notification window. For visible transport damage or suspicion of courier mishandling, please report within 24 hours of delivery.
  2. Mandatory evidence. To process transit claims, please provide:
    • a photo of the shipping label;
    • photos of the external box on all sides;
    • photos of the internal packaging;
    • photos or videos of the damage or defect.
  3. If evidence is missing. We may be unable to validate a transit-damage claim and may deny the claim or propose an alternative remedy. Your statutory rights are not waived by this operational requirement.

Wrong item or missing item

If you receive the wrong item or a parcel appears incomplete, please report within 24 hours of delivery and provide photos of:

  • all received items;
  • shipping label(s);
  • parcel condition and packaging.

Defective goods (non-conformity)

Your statutory rights regarding non-conforming goods apply according to applicable EU and Romanian consumer rules. Nothing in this policy limits those rights. Depending on the circumstances and legal requirements, we may offer repair, replacement, price reduction, or refund.

Return logistics and return address

Return instructions are provided after RMA approval. Approved returns should be sent to:

Srg. Gheorghe Latea 3, Bl. C81, Et. 4, Ap. 28
Vizir Alexandru
Bucuresti, Romania

Returns shipped elsewhere or returns sent without prior written authorization may be refused.

Model withdrawal wording

To: PawRoutine, contact@pawroutine.com
I hereby 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