Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
-Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@PawAndHeart.com.
SALE ITEMS OR CUSTOM MADE ITEMS (IF APPLICABLE)
Only regular priced items may be refunded, unfortunately sale items or costum made items cannot be refunded, the item/s are especially made for your and can't be used for somebody else.
If the result differs from the drawing or your expectations, please send us a mail to
support@PawAndHeart.com including your order number, a picture of the received item and the drawing. If the result of the received item is not suitable, we will redo the item on our costs and sent it to you for free - we want you as a happy customer.
If the package never arrived or was stated as lost/damaged by the courier company, we will also redo and resent your order on our costs.
Please note, that gift cards are excluded from exchange.
EXCHANGES (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@PawAndHeart.com.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: PawAndHeart, Business Center, Dubai World Central, UAE.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over 75€, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Order changes and cancellations
Please note that orders cannot be changed or canceled once they have been received in order to ensure the seamless flow of our production process.
Please note that the return of goods is possible for a maximum of 30 days after receipt of the goods. For a return to be considered, the merchandise must be unused, unopened and in its original packaging.
Typos on personalized products are only eligible for return if the typo is our fault.
Personalized products are excluded from return and exchange.