Return and refund policy
Scope and Intent
This Return and Refund Policy applies to all purchases made through the PawDome website.
Contact Information
For questions about returns and refunds, please contact our customer service via:
- Email: info@pawdome.com
- Phone: +37126512399
- Address: Kaijas street 3, Ogre, LV5001, Latvia
Return Window
Customers in Australia have the right to cancel their purchase and return the product within 14 days of the delivery date.
Return Instructions
1. Return Notification: To initiate a return, contact our customer service at info@pawdome.com with your order number and a detailed reason for the return.
2. Return Authorization: After reviewing your return request, we will provide you with detailed instructions and, if applicable, a prepaid shipping label.
Packaging and Shipping
1. Safely pack the item in the original packaging with all labels and tags still attached.
2. Include the return authorization form and any necessary supporting documents or images.
3. Download and print the return label from the link provided in our email.
Return Costs
- For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
- For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item.
Specific Return and Refund Conditions
- Returns Due to Change of Mind: If you change your mind after purchase, you can return the product within 14 days of delivery date, provided it is unused, undamaged, and in the original packaging.
- Defective Goods: If you receive a defective product, contact our customer service immediately for instructions. PawDome will cover the return shipping costs and provide a replacement product or a refund.
- Damaged Goods: If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and cover the return costs if necessary.
- Incorrect Product Received: If you receive an incorrect product, contact us, and we will arrange the return costs and ensure you receive the correct product.
- Product Never Arrived: If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.
- Cancellation After Order: You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.
Policy for Damaged or Defective Goods
Upon receiving damaged or defective goods, contact our customer service within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, provide a replacement or a full refund.
Policy for Non-Damaged Goods
If you change your mind, you can return the undamaged and unused product within 14 days of the delivery date. Ensure it is in the original packaging.
Timelines
- Return Window: Returns must be reported and shipped within 14 days of receiving the product.
- Return Processing: After receiving and inspecting the returned item, we will process the refund within 7 business days. You will receive a confirmation email.
- Refund Conditions: A refund is approved if the product is undamaged, unused, and in the original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
- Refund Period: After the return is approved, it takes up to 7 business days to process the refund to the original payment method.
- Refund Methods: Refunds are made to the original payment method used at the time of purchase.
Exceptions to the Return Policy
The following products cannot be returned:
- Custom or personalized items
- Hygiene products (e.g., socks, underwear) unless unopened and unused
Return Address
Kaijas street 3, Ogre, LV5001, Latvia
Legal Rights
This policy does not affect any applicable legal rights.
Contact information:
Company name: Pawdome
Address: Kaijas street 3, Ogre, LV5001, Latvia.
E-Mail: info@pawdome.com
Contact Form: Click here
Phone: +37126512399
Customer service: Monday to Friday between 09:00 to 18:00.