Refund policy

Refund & Return Policy

We want you and your pet to love everything you order from PawsNest. If something isn't right, here's how we'll fix it.

30-Day Returns You may return most items within 30 days of delivery for a refund or exchange. To be eligible, items must be unused, in their original condition, and in the original packaging. For hygiene reasons, grooming tools that have been used cannot be returned unless defective.

Damaged or Defective Items If your item arrives damaged or defective, contact us within 7 days of delivery at support@mypawsnest.store with your order number and a photo of the issue. We'll send a free replacement or issue a full refund — no need to return the damaged item.

How to Start a Return Email support@mypawsnest.store with your order number and reason for return. We'll reply within 24 hours with return instructions. Please do not send items back without contacting us first, as returns sent to the wrong address cannot be refunded.

Refund Processing Once your return is received and inspected, we'll notify you by email. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank, it may take an additional few days for the refund to appear on your statement.

Return Shipping For returns due to our error (wrong, damaged, or defective item), return shipping is free. For change-of-mind returns, the customer is responsible for return shipping costs.

Order Cancellations Orders can be cancelled for a full refund within 12 hours of purchase. After that, your order may already be processed for shipment and will need to be handled as a return.

Questions? We're here to help: support@mypawsnest.store.