Returns & Refund Policy

Last updated: October 22, 2026

We want you to understand your options when shopping with Pawden. Please review the conditions below before requesting a return.

30-Day Returns

For eligible full-price items, you have 30 days after receiving your order to request a change-of-mind return.

Items must be unused, in their original condition, with their original packaging, accessories, and any attached tags. A receipt or proof of purchase is required.

These conditions apply to our voluntary change-of-mind policy and do not limit your statutory rights.

Sale Items & Gift Cards

We do not offer change-of-mind returns, exchanges, or refunds on sale items or gift cards.

Sale items include products purchased at a reduced price or through a promotional discount.

This exclusion does not affect your rights if an item is faulty, damaged, incorrectly supplied, or otherwise covered by applicable consumer law. Mandatory cancellation rights, including those described below, continue to apply where required.

How to Request a Return

Email support@pawdenco.com with your order number, the item you wish to return, and the reason for your request.

If your return is accepted, we’ll provide a return shipping label and instructions explaining how and where to send your package.

Please contact us before sending anything back. Returns sent without prior contact may be delayed or declined under our voluntary return policy. This does not restrict a valid statutory cancellation or other legal right.

Damaged, Faulty, or Incorrect Items

Please inspect your order when it arrives and contact support@pawdenco.com as soon as you discover an issue.

Include your order number, a description of the problem, and photos or a short video where helpful. We’ll assess the issue and arrange an appropriate remedy in accordance with applicable consumer law.

Sale items remain eligible for remedies required by law. Our 30-day change-of-mind window does not limit statutory rights relating to faulty or misdescribed products.

Exchanges

For eligible full-price purchases, contact us to arrange a return. Once accepted, you can place a separate order for the replacement item.

Sale items are not eligible for change-of-mind exchanges, except where required by law.

European Union & United Kingdom Cancellation Rights

Where applicable consumer law provides a cooling-off period, you may cancel an eligible online purchase without giving a reason by notifying us within 14 days after delivery. You then have a further 14 days to send the goods back.

These rights apply to eligible sale purchases as well as full-price purchases. Certain statutory exceptions may apply.

You may inspect goods as you would in a shop. Where permitted by law, a deduction may apply for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning. Original packaging is helpful but is not a condition of exercising a statutory cancellation right.

For a valid cancellation, we will refund the payments required by law, including standard outbound delivery charges where applicable. Additional charges for a premium delivery service need not be refunded.

EU cancellation refunds will be issued within 14 days of your cancellation notice, although we may withhold reimbursement until we receive the goods or evidence of return, whichever occurs first. UK cancellation refunds will be issued within 14 days of receiving the returned goods or evidence of return, whichever occurs first.

Refund Processing

For returns under our voluntary 30-day policy, we’ll notify you after receiving and inspecting the item. Approved refunds will be issued to your original payment method within 10 business days.

Your bank or payment provider may require additional time to display the refund. If it has not appeared within 15 business days of approval, contact support@pawdenco.com.

Where the law requires an earlier refund or a different remedy, those requirements take priority.

Your Consumer Rights

Nothing in this policy excludes, restricts, or replaces rights you have under applicable consumer protection laws, including New Zealand’s Consumer Guarantees Act where applicable.

Contact Us

For return, exchange, or refund enquiries, email support@pawdenco.com.