Refund policy
Exchange & Return Policy
Last updated: September 14, 2026
At PawMint, we want you and your pet to be completely satisfied with your purchase. If something isn't right, we're here to help.
1. Return & Exchange Period
Customers may request a return or exchange within 30 days of receiving their order.
Requests submitted after the 30-day period may not be accepted, except where applicable consumer protection laws provide additional rights.
To begin a return or exchange, please contact us at:
Please do not return any item before contacting our customer support team.
2. Eligibility Requirements
To qualify for a return or exchange, the item must generally:
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Be unused and in its original condition
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Be returned in its original packaging
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Include all accessories, components, manuals and parts supplied with the product
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Not show signs of misuse, damage or excessive wear
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Be accompanied by proof of purchase or your order number
For products intended to be worn or used by pets, we recommend carefully checking sizing and suitability before removing tags or allowing extended use.
We reserve the right to refuse voluntary returns that do not meet these conditions, subject to applicable consumer protection laws.
3. Hygiene & Non-Returnable Items
For health, hygiene and safety reasons, certain items may not be eligible for return once opened, used or unsealed where permitted by applicable law.
These may include:
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Opened pet grooming or hygiene products
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Used feeding or drinking products
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Used grooming tools
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Products that have come into direct contact with bodily fluids
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Opened consumable products
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Used pet bedding where hygiene prevents resale
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Gift cards
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Personalised or custom-made products
Products such as collars, harnesses, clothing, toys and accessories may generally be returned if they remain unused, clean and in their original condition.
This section does not affect any statutory rights you may have in relation to faulty, defective, unsafe or incorrectly supplied products.
4. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or incorrect, please contact us as soon as possible, preferably within 7 days of delivery, so that we can investigate the issue quickly.
Please provide:
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Your order number
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Photos or videos clearly showing the issue
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A brief explanation of the problem
After reviewing your request, we may offer, as appropriate:
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A replacement
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A full or partial refund
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Store credit
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Another remedy required by applicable law
You will not be responsible for return shipping costs where the product is confirmed to have arrived damaged, defective or incorrectly supplied.
The 7-day notification request does not limit any mandatory legal rights you may have regarding defective or non-conforming goods.
5. Exchange Process
If you would like to exchange an item, please contact:
before returning the product.
Exchanges are subject to availability.
If the requested replacement is unavailable, we may offer:
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A similar product
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Store credit
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A refund to your original payment method
You will receive return instructions after your request has been reviewed.
6. Return Shipping Costs
For voluntary returns, customers are generally responsible for return shipping costs unless otherwise stated.
PawMint will cover or reimburse reasonable return shipping costs where appropriate if:
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The wrong product was delivered
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The product arrived damaged
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The product has a verified defect
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Applicable consumer protection law requires us to do so
We strongly recommend using a tracked shipping method.
PawMint cannot be responsible for return parcels lost in transit when customers arrange their own return shipping.
7. Refund Processing
Once your returned item has been received and inspected, we will notify you about the status of your refund.
If approved, the refund will normally be issued to your original payment method.
Please allow approximately 5–10 business days after the refund has been processed for it to appear in your account, depending on your bank, card issuer or payment provider.
Where required by applicable law, eligible standard delivery costs will also be refunded.
Additional delivery charges resulting from a customer's choice of a more expensive delivery option may not be refundable.
8. Order Cancellations
If you wish to cancel or modify your order, please contact us as soon as possible at:
We recommend contacting us within 12 hours of placing your order.
We will make reasonable efforts to accommodate your request, but once an order has entered processing, fulfilment or shipment, we may no longer be able to cancel or modify it.
If cancellation is no longer possible, you may still have the right to return the order after delivery in accordance with this policy and applicable consumer law.
9. European Union Customers — Right of Withdrawal
If you are a consumer located within the European Union, you generally have the legal right to withdraw from an eligible distance purchase within 14 days without providing a reason.
The withdrawal period generally begins on the day you, or a person designated by you other than the carrier, receives the goods.
To exercise your right of withdrawal, contact us at:
with a clear statement that you wish to withdraw from your purchase.
After notifying us of your decision, you must return the eligible goods within the period required by applicable law.
Unless otherwise required by law, you may be responsible for the direct cost of returning the goods.
Exceptions
The statutory right of withdrawal may not apply to certain products where legally permitted, including:
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Goods made to your specifications or clearly personalised
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Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed
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Products that deteriorate or expire rapidly
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Other categories excluded under applicable consumer law
Opening ordinary packaging does not automatically remove your statutory withdrawal rights unless a lawful exception applies.
Nothing in this policy limits the mandatory rights granted to consumers under European Union law.
10. United Kingdom Customers
Customers in the United Kingdom may also have statutory cancellation, refund and product-conformity rights under applicable UK consumer protection legislation.
Where those statutory rights provide greater protection than this policy, the applicable legal requirements will prevail.
11. Refunds for Promotional Offers & Bundles
If an order was purchased as part of a bundle, multi-buy promotion or promotional offer, the refund amount may reflect the actual promotional value paid for the returned product.
For example, if a promotion includes a free product, returning only the paid items while retaining the free item may affect the amount eligible for refund.
Where applicable, we will clearly explain the refund calculation before processing the return.
This does not limit any statutory cancellation or refund rights.
12. Contact Us
If you have questions regarding a return, exchange, damaged product or refund, please contact our customer support team:
Email: support.pawmint@gmail.com
PawMint
We aim to respond to customer inquiries within 24 hours on business days.