Refund policy

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This policy explains when a refund is due, how it is calculated and how long it takes. It sits alongside our Exchanges & returns page, which covers the practical steps.

1. Eligibility

Any item purchased at pawguardian.store may be returned for a full refund of the item price within 30 days of delivery, provided it comes back in wearable, resaleable condition. No reason is required and none will be asked for.

2. What is refunded

Item price: refunded in full on every eligible return.
Original shipping: refunded when you return a complete order, or when the order was faulty, damaged or incorrect. Not refunded when you keep part of the order.
Return postage: at your cost for a change of mind; at our cost when the fault was ours.
Import duties: not refundable by us. You may be able to reclaim them from your own customs authority using our commercial invoice.

3. Timing

Once your return arrives and passes a brief condition check, the refund is issued within five business days and you receive an email confirmation. Card issuers and banks typically take a further three to five working days to show the credit on your statement. PayPal and wallet refunds usually appear sooner.

4. How refunds are paid

Refunds always go back to the original payment method. We cannot refund to a different card, a different account or by bank transfer, for fraud-prevention reasons. If the original card has expired, your bank will normally route the refund to its replacement automatically.

5. Sets and bundle orders

Set pricing depends on the number of pieces bought together. If you return part of a set, the remaining pieces are re-priced at their standard individual price and the difference is deducted from the refund. If the return takes your order below three pieces, any free shipping you received is also deducted, at the flat rate you would otherwise have paid.

6. Faulty, damaged and incorrect items

If a piece arrives faulty, damaged in transit, or is not the item you ordered, you are entitled to a full refund including all shipping, or a free replacement — your choice. Send photographs to support@pawguardian.store and in most cases we will not ask for the item back.

7. Cancellations before dispatch

Email us as soon as possible after ordering. If the parcel has not yet been packed we cancel and refund in full, immediately. Once a parcel has been dispatched, the return process applies instead.

8. Subscriptions

Guardian Club charges are refundable under the same 30-day terms as any other order. Cancelling a membership stops all future charges but does not automatically refund a box already dispatched. See our Cancellation & subscription policy.

9. Non-refundable items

Gift cards
Pierced-ear earrings that have been worn, unless faulty
Items returned more than 30 days after delivery without prior agreement
Items damaged by accident, misuse or deliberate alteration

10. Late or missing refunds

If more than ten business days have passed since our confirmation email and you still cannot see the money, contact your bank first — pending credits are often invisible to customers. If it is still missing after that, email us and we will send proof of the refund transaction for your bank to trace.

11. Your statutory rights

Nothing in this policy reduces the rights you hold under mandatory consumer law in your own country, including any statutory cooling-off period. Where local law grants you more than this policy offers, local law applies.

12. Meals already funded

The meals funded by an order are committed to our feeding partners at the moment of purchase and are not reversed when a refund is issued. You get your money back; the dogs keep the food.