Refund policy

REFUND & RETURN POLICY — FAMILYPAWS

Last updated: July 19, 2026

1. RETURN WINDOW

You have 30 calendar days from the delivery of your order to request a return. This extends your statutory 14-day right of withdrawal as a consumer in the European Union.

2. CONDITIONS

Products must be unused, in their original packaging and in the same condition in which you received them. For hygiene reasons, we cannot accept returns of products that have been used by animals, except in the case of manufacturing defects.

3. HOW TO REQUEST A RETURN

Step 1: email us at gustavolobatoclara@gmail.com with your order number and the reason.

Step 2: we will reply within 24–48 business hours with instructions for your case.

Step 3: once approved, we will process your refund to the original payment method within 5–10 business days.

4. DAMAGED OR WRONG ITEMS

If your order arrives damaged or incorrect, send us a photo within 48 hours of delivery and we will replace it at no cost to you.

5. RETURN SHIPPING

For change-of-mind returns, return shipping costs are the customer's responsibility. For defective or incorrect items, FamilyPaws covers all costs.

6. QUESTIONS

Write to gustavolobatoclara@gmail.com. A real person answers within 24 hours.