Politique de remboursement

This Refund & Returns Policy applies to purchases made from Paw My Life, operated by FURUXE LTD (“Paw My Life,” “we,” “us,” or “our”).

We want our returns and refunds process to be clear and straightforward. This policy explains our returns period, return eligibility, return shipping, faulty or incorrect items, exchanges, order cancellations, inspections and refund processing.

Nothing in this policy limits any mandatory rights available to you under applicable consumer law.

RETURNS SUMMARY

• Returns period: We offer a 15-day returns period beginning on the date the goods are delivered.

• Return condition: Eligible items must normally be unused, unworn and unwashed, with their original tags and packaging, and accompanied by proof of purchase.

• Change-of-mind returns: Eligible change-of-mind returns are accepted within the returns period. The customer is responsible for return postage unless applicable law requires otherwise.

• Faulty, damaged or incorrect items: Where the issue is our responsibility, Paw My Life will cover reasonable return costs and provide an appropriate remedy.

• Restocking fees: We do not charge restocking or administrative fees for eligible returns.

• Return tracking: When arranging your own return shipment, you are required to use a trackable shipping service and retain proof of postage until the return has been completed.

• Exchanges: We do not currently process direct exchanges. Return the eligible item in accordance with this policy and place a new order for the item, size or design you prefer.

• Return inspection: Once a return reaches the applicable return location, we aim to inspect it within 3–5 business days.

• Approved refunds: Once a refund is approved, we aim to issue it to the original payment method within 5 business days.

• Bank or payment provider processing: After we issue a refund, your bank, card issuer or payment provider may require approximately 5–10 additional business days to process and display the funds.

• Order cancellations: You may request to cancel an order before it has been dispatched.

1. 15-DAY RETURNS PERIOD

We offer a 15-day returns period beginning on the date the goods are delivered.

This is our commercial returns policy and does not limit any mandatory rights available under applicable consumer law.

To request a return, you must contact us within the applicable returns period before sending the item back.

2. RETURN ELIGIBILITY

To be eligible for a return, an item must normally:

• Be unused, unworn and unwashed.

• Be returned with its original tags and packaging.

• Be in a condition suitable for inspection.

• Be accompanied by a receipt, order confirmation or other valid proof of purchase.

We reserve the right to assess the condition of returned goods before approving a refund, subject to applicable consumer law.

Items that have been used, worn, washed, altered or damaged after delivery may not be eligible for return unless the return relates to a fault or other right protected by applicable law.

Made-to-order or clearly personalised goods may also be subject to return restrictions or exceptions, subject to mandatory consumer rights.

3. HOW TO START A RETURN

Before sending an item back, please contact:

info@pawmylife.com

Please include:

• Your order number.

• The email address used for the order.

• The item you wish to return.

• The reason for the return.

• Clear photographs or video of the item and packaging where relevant to the return request.

After reviewing your request, we will provide the applicable return instructions and return destination.

Please do not send a return to an address unless Paw My Life has provided or confirmed the appropriate return instructions.

Returns sent without prior authorisation may not be accepted or processed.

4. FAULTY, DAMAGED OR INCORRECT ITEMS

Please inspect your order after delivery.

If an item is faulty, arrives damaged, is incorrect or is materially different from what you ordered, please contact info@pawmylife.com promptly.

Please include your order number and clear information showing the issue, such as photographs or video of:

• The affected item.

• The specific fault, damage or incorrect item.

• The outer packaging and shipping label where relevant.

Please retain the affected item and relevant packaging while the issue is being reviewed where reasonably possible.

Where the issue is our responsibility, Paw My Life will cover reasonable return costs and arrange an appropriate refund, replacement or other remedy in accordance with the circumstances and applicable law.

5. CHANGE-OF-MIND RETURNS

Eligible change-of-mind returns may be requested within our 15-day returns period.

For an eligible change-of-mind return, the customer is responsible for the cost of returning the item unless applicable law requires otherwise.

The item must meet the applicable return eligibility requirements described in this policy.

Used, worn, washed, altered or customer-damaged items may not be eligible for a change-of-mind return.

Made-to-order or clearly personalised goods may also be excluded from change-of-mind returns where permitted by applicable law.

6. RETURN SHIPPING & TRACKING

If you are responsible for arranging the return shipment, you are required to use a trackable shipping service and retain your proof of postage and tracking information until the return has been completed.

Please package returned items securely and follow the return instructions provided by Paw My Life.

Where a return is required because of a faulty, damaged or incorrect item for which Paw My Life is responsible, we will provide or confirm the appropriate return instructions and cover reasonable return costs.

Please do not send an item to our registered corporate address unless we have specifically confirmed that address as the appropriate return destination.

7. RESTOCKING & ADMINISTRATIVE FEES

Paw My Life does not charge restocking or administrative fees for eligible returns.

This does not mean that Paw My Life is responsible for every cost associated with a return.

For example, customers remain responsible for applicable change-of-mind return postage, and additional shipping, reshipping, customs, carrier or other costs arising from circumstances attributable to the customer may remain the customer's responsibility where permitted by applicable law.

Where a return is required because of a fault, damage, incorrect item or other issue for which Paw My Life is responsible, we will cover reasonable return costs as described in this policy.

8. EXCHANGES

Paw My Life does not currently process direct exchanges.

If you would like a different item, size or design, please return the original eligible item in accordance with this policy.

Once the applicable return process has been completed, you may place a new order for the item you prefer.

A replacement provided as a remedy for a faulty, damaged or incorrect item is not treated as a standard change-of-mind exchange under this section.

9. ORDER CANCELLATIONS

If you wish to cancel an order, please contact info@pawmylife.com as soon as possible and include your order number.

You may request to cancel your order before it has been dispatched.

We will review the status of the order and confirm whether cancellation can still be completed.

Once an order has been dispatched, it can no longer be cancelled as an unshipped order.

If you no longer wish to keep the item after dispatch, please wait for delivery and follow the applicable return process under this policy.

If Paw My Life cancels an order before dispatch because we are unable to fulfil it, any payment collected for the cancelled order will be refunded to the original payment method.

Nothing in this section affects any cancellation rights available under applicable consumer law.

10. UK & EEA CANCELLATION RIGHTS

Customers in the United Kingdom and European Economic Area may have statutory cancellation rights for certain online purchases.

Where applicable, you may have the right to cancel an online purchase within 14 days after delivery without giving a reason.

These statutory rights operate independently of Paw My Life's 15-day commercial returns period.

Exceptions may apply, including for certain goods made to the customer's specifications or clearly personalised goods.

Where permitted by law and where the customer has been informed accordingly, the customer may be responsible for the cost of returning goods following a statutory change-of-mind cancellation unless the item is faulty or we agree otherwise.

Nothing in this policy limits any mandatory consumer rights that apply to your purchase.

11. RETURN INSPECTION

Once your returned item reaches the applicable return location, we aim to inspect it within 3–5 business days.

We will assess the returned item against the applicable return requirements and the reason for return.

After inspection, we will notify you whether the refund has been approved or whether further information is required.

Faulty, damaged or incorrect-item claims may require additional review depending on the circumstances.

12. REFUNDS

If your refund is approved, Paw My Life will issue the approved refund to your original payment method within 5 business days after approval.

Refunds cannot normally be redirected to a different card, bank account or payment method.

After Paw My Life issues the refund, your bank, card issuer or payment provider may require approximately 5–10 additional business days to process and display the funds.

These financial-institution processing times are outside Paw My Life's direct control.

The final approved refund amount, including whether any original shipping charge is refundable, will be determined in accordance with the reason for the return, this policy and applicable consumer law.

13. LATE OR MISSING REFUNDS

If your refund does not appear immediately after we issue it, please allow your bank, card issuer or payment provider time to process the transaction.

If more than 15 business days have passed since we confirmed that your refund was approved and the refund still does not appear:

• Check your bank or payment account again.

• Contact your bank, card issuer or payment provider to ask whether the refund is still being processed.

• If you still require assistance, contact info@pawmylife.com with your order number and refund details.

We will review the available information and assist where reasonably possible.

14. BUSINESS & CONTACT INFORMATION

Paw My Life is operated by FURUXE LTD.

• Trading name: Paw My Life

• Legal company name: FURUXE LTD

• Company number: 17370562

• Registered office: College House, 2nd Floor, 17 King Edwards Road, London, United Kingdom, HA4 7AE

• Email: info@pawmylife.com

• Phone: +44 7942 969560

• Website: https://www.pawmylife.com

The registered address above is our corporate registered address. Please do not send returns to this address unless Paw My Life has provided you with return instructions confirming the appropriate return destination.