Refund Policy

30-Day Money-Back Guarantee

At PawNest, your satisfaction — and your pet's happiness — is our top priority. If you're not completely satisfied with your purchase, we offer a straightforward 30-day money-back guarantee.

How to Return an Item

Step 1: Contact Us

Email us at support@pawnesthq.com within 30 days of receiving your order. Please include the following:

  • Your order number
  • Product name
  • Reason for return (optional, but it helps us improve)

Step 2: Receive Return Instructions

We'll respond within 24 hours with clear return instructions and a return address.

Step 3: Ship the Item Back

Please package the item securely and ship it to the address provided. Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect.

Step 4: Receive Your Refund

Once we receive and inspect the returned item, your refund will be processed within 5–7 business days to the original payment method used at checkout.

Return Conditions

To be eligible for a refund, returned items must be:

  • ✓ Unused and in original condition — Items that have been used or damaged cannot be accepted
  • ✓ In original packaging — Including all tags, labels, and accessories
  • ✓ Returned within 30 days — From the date of delivery

What's Covered

  • ✅ Full product refund — You'll receive a full refund for the cost of the product
  • ❌ Original shipping costs — Non-refundable, unless an error was made on our part
  • ❌ Return shipping — The customer is responsible for return shipping costs, unless the item is defective or incorrect

Defective or Incorrect Items

If you received a defective or incorrect item, we sincerely apologies and will resolve it immediately:

  1. Email us at support@pawnesthq.com with photos of the item
  2. We will provide a prepaid return label — return shipping is on us
  3. Choose your preferred resolution:
    • A free replacement, shipped promptly
    • A full refund, including original shipping costs

Exchanges

We do not offer direct exchanges at this time. If you'd like a different product, please return the original item for a refund and place a new order. This ensures you receive your preferred item as quickly as possible.

Lost or Damaged in Transit

Package never arrived? Contact us within 30 days and we'll investigate with the carrier and arrange a replacement or refund.

Package arrived damaged? Email us photos within 48 hours of delivery and we'll send a replacement or issue a full refund right away.

Refund Processing Time

  • Inspection: Within 1–2 business days of receiving the return
  • Refund processed: Within 5–7 business days of inspection
  • Refund appears in your account: 3–10 business days, depending on your bank or payment provider

You'll receive an email confirmation once your refund has been processed.

Non-Returnable Items

The following items are not eligible for return for health and safety reasons:

  • Items marked as “final sale” (clearly indicated at the time of purchase)
  • Gift cards

Questions?

We're here to make the return process as smooth as possible.

Email: support@pawnesthq.com
Response Time: Within 24 hours, Monday–Friday

Our Commitment

We stand behind every product we sell. If something isn't right, we'll do whatever it takes to make it right. Your pet's happiness and your peace of mind are what matter most to us. ❤️🐾

Last Updated: April 2026