Return & Refund Policy

At PawNest, we accept returns for defective and non-defective products, including change-of-mind returns, subject to the conditions below.

1. Return Window and Eligibility

You may request a return within 30 days of receiving your order. Proof of purchase is required.

For change-of-mind returns, or when the customer orders the wrong size or product, items must be unused, unwashed, uninstalled where applicable, and in their original condition, with their original packaging and all included accessories.

For hygiene reasons, products that have been used by a pet must meet these conditions to qualify for a change-of-mind return.

These requirements do not prevent you from reporting an item that arrived damaged, defective, or incorrect.

2. How to Request a Return

Email bideptraivlthe3@gmail.com with your order number, the item you wish to return, and the reason for your request. For damaged, defective, or incorrect items, please include clear photos where possible.

Our support team will provide the return address and shipping instructions. Returns are sent by mail or courier.

Please contact us before shipping your return. Do not send items to the manufacturer or our contact address unless we specifically instruct you to do so.

3. Return Shipping Costs

If an item arrives damaged, defective, or different from what you ordered, PawNest will cover the necessary return shipping costs. We will provide a prepaid return label or arrange another return method at our expense.

For change-of-mind returns, or when the customer orders the wrong size or product, the customer is responsible for arranging and paying for return shipping. Costs vary by carrier and shipping location.

We do not charge a restocking fee.

4. Exchanges

We accept exchange requests within 30 days of delivery, subject to the eligibility conditions above and replacement availability.

Please contact us before returning an item for exchange. If a replacement is unavailable, we will offer a refund for the eligible returned item.

5. Refunds

Once we receive your return, we will inspect it and notify you of the outcome. If the return does not meet this policy’s conditions, we will explain why.

Approved refunds will be issued to your original payment method within 5–7 business days after we receive the returned item. Your bank or payment provider may require additional time to display the refund.

For eligible change-of-mind returns, we refund the amount paid for the returned item. Original delivery charges are non-refundable, except where required by applicable law.

For damaged, defective, or incorrect items, we will offer a replacement or refund, including any applicable original delivery charge attributable to the affected item.

If you have not received your refund after the stated processing period, please contact us.

6. Your Consumer Rights

This policy does not limit any mandatory consumer rights under applicable law. Where applicable law provides additional cancellation, return, repair, replacement, or refund rights, those rights apply.

Contact Us

Store name: PawNest
Email: bideptraivlthe3@gmail.com
Contact address: 1/33 Lac Long Quan, Ho Chi Minh City, Vietnam

Please contact us for return instructions before sending any item. The contact address above is not a return address unless confirmed by our support team.