Refund policy

We offer a 14-day returns policy. This means that you have 14 days from receipt of your item to request a return.

To be eligible for a return, the item must be in the same condition as when you received it: unworn, unused, with tags attached, and in its original packaging. You will also need the receipt or other proof of purchase.

To initiate a return, please contact us at care@pawandsoul.eu.

If your return is accepted, you will receive instructions on how and where to send the parcel. You are responsible for the direct costs of returning the goods. Items returned to us without a prior return request will not be accepted.

If you have any questions about returns, you can contact us at any time at care@pawandsoul.eu.

Damage and issues

Please check your order upon receipt and contact us immediately if the item is faulty or damaged, or if you have received the wrong item, so that we can assess and resolve the issue.

Exceptions / Items not eligible for return

Certain items cannot be returned, e.g. perishable goods (e.g. food, flowers or plants), custom-made items (e.g. special orders or personalised items) and personal care products (e.g. beauty products). We also do not accept returns of hazardous materials, flammable liquids or gases. Please contact us if you have any questions or concerns regarding a specific item.

Unfortunately, we cannot accept returns of sale items or vouchers.

Exchanges

Returning the item you have received is the quickest way to obtain the item you want. If the return is accepted, you can purchase the new item as a separate purchase.

European Union – 14-day cancellation period

Regardless of this, you have the right to cancel or return your order within 14 days without giving any reason, provided the goods are being shipped to the European Union. As described above, the item must be in the same condition as when you received it: unworn, unused, with tags attached and in its original packaging. You will also need the receipt or other proof of purchase.

Refunds

We will notify you as soon as we have received and inspected your return, and let you know whether or not the refund has been approved. If approved, you will receive an automatic refund to your original payment method within 10 working days. Please bear in mind that it may take some time for your bank or credit card company to process and credit the refund.
If more than 15 working days have passed since we approved your return, please contact us at care@pawandsoul.eu.

The original delivery charges will not be refunded.

Exercising your right of withdrawal

To exercise your right of withdrawal, you must inform us

Paw & Soul, represented by Kateryna Kovalenko
Eichendorffweg 3, 07745 Jena, Germany
Email: care@pawandsoul.eu

by means of a clear statement (e.g. a letter sent by post or an email) informing us of your decision to withdraw from this contract.

You may use the attached model withdrawal form for this purpose, although this is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your notification of exercising your right of withdrawal before the withdrawal period expires.

Consequences of withdrawal

If you withdraw from this contract, we shall refund the value of the goods we have received from you without delay after receiving the returned goods, and at the latest within fourteen days of the day on which the goods were received by us. The original delivery costs will not be refunded.

We will use the same payment method for this refund as you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged any fees in connection with this refund.

You must return or hand over the goods to us without delay and in any event no later than fourteen days from the day on which you notify us of the withdrawal from this contract.

The deadline is met if you post the goods before the end of the fourteen-day period.

You are responsible for the direct costs of returning the goods.

You will only be liable for any loss in value of the goods if this loss is attributable to handling of the goods that goes beyond what is necessary to establish their nature, characteristics and functioning.

Exclusion or early expiry of the right of withdrawal

The right of withdrawal does not apply to contracts:

for the supply of goods which are not prefabricated and for the manufacture of which an individual selection or determination by the consumer is decisive, or which are clearly tailored to the consumer’s personal needs (e.g. personalised products);
for the delivery of sealed goods which, for reasons of health protection or hygiene, are not suitable for return if their seal has been broken after delivery;
for the delivery of goods where, due to their nature, they have become inseparably mixed with other goods after delivery.