Return & Refund Policy

Last updated: August 17, 2026

We want you to be completely satisfied with your order. This policy explains how to return a product or request a refund, wherever you’re shopping from.

1. 14-day money-back guarantee

You have 14 calendar days from the date you receive your order to change your mind and request a return, with no reason required. This applies to all customers, whether you’re ordering from the European Union, the United States, or elsewhere — for EU customers, this is also a statutory right under Article L.221-18 of the French Consumer Code; for everyone else, it’s our company policy.

To use this right:

1. Contact us at pawthrill.shop@gmail.com with your order number and the product(s) concerned, within 14 days of receiving your order.
2. We’ll confirm the next steps and, if applicable, the return address.
3. Return the product in its original condition (unused, with its original packaging where possible) within 14 days of your request.

2. Return conditions

To be accepted, a returned product must:

• be in its original condition, unused and undamaged;
• include its original packaging and accessories where possible;
• be shipped back within 14 days of your return request.

For hygiene reasons, some products cannot be returned once unsealed after delivery, in line with Article L.221-28 of the French Consumer Code and standard e-commerce practice.

3. Return shipping costs

Return shipping is the customer’s responsibility, except in the following cases, where we cover the cost:

• the product received is defective, damaged, or doesn’t match your order;
• we made an error (wrong item shipped, etc.).

4. Defective or incorrect products

If you receive a damaged, defective, or incorrect product, contact us within 48 hours of delivery at pawthrill.shop@gmail.com, with:

• your order number;
• a photo of the product received and, if possible, the packaging;
• a description of the issue.

We’ll offer a replacement, full refund, or store credit, at no cost to you. You’re also covered by the statutory guarantee of conformity (2 years, for EU customers) and, for all customers, by our commitment to make things right on defective items — see our Terms of Sale.

5. Shipping delays and lost packages

If your order hasn’t arrived within the estimated delivery window shown at checkout, contact us at pawthrill.shop@gmail.com. We’ll follow up with the carrier and offer a reshipment or refund if the package is confirmed lost.

For orders shipped to the United States: in accordance with the FTC’s Mail, Internet, or Telephone Order Merchandise Rule, if we can’t ship your order within the time promised (or within 30 days if no time was stated), we’ll notify you and let you choose between waiting for the delayed shipment or cancelling for a full refund.

6. Refund timeline

Once we’ve received and checked your return (or, for a 14-day withdrawal, once we’ve received the product or proof of shipment), we process your refund within 14 days, using your original payment method.

The time it takes to appear in your account or on your card statement depends on your bank, typically an extra 3–10 business days.

7. Exchanges

Our products come in one size, with a choice of colors, please choose your color carefully before ordering, as we don't offer exchanges for a different color or a change of mind once an order has shipped (see our 14-day money-back guarantee in Section 1 if you'd like to return it and order again in a different color).

The one case where we do exchange an item is if it arrives defective: if that happens, we'll replace it at no cost to you, as described in Section 4.

8. International shipments

The same return and refund principles above apply to all destinations, including shipments to the United States and elsewhere outside the European Union. Since international return shipping can be costly, we recommend contacting us before sending anything back, we’ll help you find the simplest and most affordable option, which may include a partial refund without requiring a return in some cases.

9. Contact us

For any question about a return or refund, reach our customer service:

• Email: pawthrill.shop@gmail.com