Refund policy

 

 

We have a strict no-exchange, no-return policy for used goods to prioritise the well-being of your furry friends and prevent any cross-infection, we're here to assist you in case of a rare manufacturer defect within a 14-day window for non-used goods.

 

The customer has 14 calendar days from the receipt of the order by him or a third person who is not the transporter, to withdraw the purchase without any penalty and without giving reasons. He has to inform Pewos by sending an email to info@pewos.com. 

 

The purchase must be returned with all its products. In any case and for hygiene reasons, the returned products must be in perfect condition, unused, in their original packaging, with the seal and with all their accessories.

 

The client must assume the costs of the return shipping.

 

The customer will be responsible for ensuring that both the product and its packaging arrive in perfect condition, being necessary to pack the articles in an appropriate manner, in order to avoid possible deterioration during transport.

 

Once the return package is received, Pewos will verify its status and if the returned items, as well as possible accessories and documentation, are complete and in perfect condition, Pewos will send the customer an email to notify the approval or rejection of the refund.

 

The reimbursement of all payments received for the purchase, including delivery costs, will be made within 14 calendar days following the receipt of the goods. The refund will be processed through the same means of payment used by the client for the initial transaction.

 

Pewos reserves the right to withhold reimbursement until the receipt of the products or until the client has presented proof of the return of the same, depending on which condition is met first. There will be no refund if the product has been used.

 

To initiate a return, keep your receipt or proof of purchase handy and reach out to us at info@pewos.com. Our team will provide you with a return shipping label and detailed instructions on where to send your package. Please note that we only accept returns for unused items in their original packaging.

 

Now, let's address some quick FAQs:

Damages and issues: We want your pet's experience to be paw-sitively amazing! If you receive a defective, damaged, or incorrect item, please contact us right away. We'll swiftly evaluate the situation and make things right for you. 

Exchanges: Need a quick swap? The speediest way to get what you desire is to initiate a return and, once approved, make a separate purchase for your new item. We're all about making your shopping experience as smooth as a cat's glide! 

Refunds: Once we receive and inspect your return, we'll notify you of the refund status. If approved, we'll whisk away the refund to your original payment method. Just remember, it may take a little time for your bank or credit card company to process and post the refund. 

Shipping: While we're here to assist you, please note that you'll be responsible for the shipping costs when returning an item. Unfortunately, shipping costs are non-refundable. Depending on your location, the arrival time of your exchanged product may vary.

Normal Wear & Tear and Consumable Pet Products: Due to the nature of pet products, natural wear and tear may occur over time depending on your pet’s habits, frequency of use, and care routine. Normal wear caused by regular use, scratching, chewing, washing, or aging is not considered a manufacturing defect and is not covered as a product fault. Scratching products, toys, and other consumable pet items are designed for active pet use and will naturally wear over time. We are unable to offer refunds or replacements for damage caused by normal wear and tear, misuse, improper care, accidental damage, or pet-related damage that is not due to a manufacturing defect. This does not affect your statutory consumer rights for faulty, defective, or non-conforming goods.

 

For returns of orders processed through meineinkauf.ch please see additional information here.

 

At Pewos, we're committed to creating a delightful experience for you and your four-legged companions. Should you have any further questions or concerns, don't hesitate to reach out to us at info@pewos.com. Your satisfaction is our purr-iority!

 

Happy returns and meow-gnificent shopping!