Return, Refund & Cancellation Policy

Order Cancellation & Modification Policy

We process and ship all orders very quickly, so we cannot guarantee any modification or cancellation after your order has been placed.
If you wish to modify or cancel your order, please contact our customer service as soon as possible by email at pawvillla@gmail.com.
We will do our best to modify or cancel your order if it has not yet been processed at our warehouse.
To speed up handling, please include “Cancel my order” in the email subject line, and your full name and order number in the email body.

Return & Refund Policy

If the order has already shipped, don’t worry—you can return it to receive a refund, subject to the rules below.
Our refund policy lasts 30 days.
If 30 days have passed since delivery of your purchase, we unfortunately cannot offer a refund or exchange.

To be eligible for a return, your items must be unused and in the original packaging. The parcel’s shipping label must also be present and intact.
For obvious hygiene reasons, we cannot accept returns once the device has been used.

Other items that cannot be returned:

  • Gift cards

  • Digital books (e-books)

To initiate a return, you must provide a receipt or proof of purchase.

Refunds (if applicable)

Once we have received and inspected your returned item, we will email you to confirm receipt.
We will also inform you of the approval or rejection of your refund request.
If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within one week.
Shipping fees can only be refunded in case of withdrawal before the parcel is sent.

Late or Missing Refunds

  • Check your bank account again.

  • Contact your card issuer.

  • Processing time is typically 7 to 14 business days.

If you’ve done all of this and still haven’t received your refund, please contact us at pawvillla@gmail.com.

Sale Items (if applicable)

Only full-priced items may be refunded.
Unfortunately, sale items are non-refundable.

Exchanges (if applicable)

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

Shipping

To return a product, contact us by email at pawvillla@gmail.com and we will provide the procedure and the address of our warehouse that can receive returned parcels.
Shipping costs are non-refundable. If you receive a refund, the return shipping fees will be deducted from it. You are responsible for paying your own shipping costs for returning your item.
Returned items remain your responsibility until they reach us.
If you are shipping an item valued at more than €50, we recommend using a tracked shipping service or purchasing shipping insurance.
We do not guarantee that we will receive your returned item.