Refund policy

Return & Refund Policy

Your Satisfaction is Our Priority

At PawNova we want you and your pet to be completely happy with every purchase. If something is not right, we will do everything we can to make it right.

Return Window

You have 30 days from the date you receive your order to request a return or refund. After 30 days we are unfortunately unable to offer a refund or exchange.

Eligibility for Returns

To be eligible for a return, your item must be unused and in the same condition you received it, in its original packaging. Items that have been used, damaged by the customer, or returned without original packaging may not be eligible for a full refund.

Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons: grooming products that have been opened and used, items marked as final sale, and gift cards.

How to Request a Return

To start a return, please email us at hello@pawnova.com with your order number and the reason for your return. We will respond within 24 hours with instructions on how to proceed.

Please do not send your item back without contacting us first.

Refunds

Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 5 to 10 business days. Please note that your bank or credit card company may take additional time to process the refund.

Damaged or Wrong Items

If you receive a damaged item or the wrong product, please contact us immediately at hello@pawnova.com with a photo of the item. We will send you a replacement or issue a full refund at no extra cost to you — no need to return the item.

Late or Missing Refunds

If you have not received your refund after 10 business days, please first check your bank account and contact your credit card company. If you have done this and still have not received your refund, please contact us at hello@pawnova.com and we will resolve it immediately.

Exchanges

We only replace items if they are defective or damaged. If you need an exchange for the same item, contact us at hello@pawnova.com.