At Pawthena, we want every pup (and their hooman!) to be tail waggingly happy with their goodies! If you’re not completely delighted, we’re here to help, but all refunds are subject to our authorisation.
Eligible Refunds
• Refunds are available for non edible items that are returned in brand new, resaleable condition, with all tags and packaging intact.
• Edible products (treats, chews, supplements or anything munchable) cannot be refunded for hygiene, safety and freshness reasons.
How to Request a Refund
1. Fill out our returns form to request a refund.
2. We’ll review your request and let you know if your return is approved. Only approved returns can be sent back.
3. Send the item(s) back within 14 days, in perfect condition with all tags and packaging intact.
Cancellation Fee
• A cancellation fee of 10% to 20% applies to all refunds, this covers unavoidable costs and will be deducted from your refund.
Refund of Postage Costs
• If you return your entire order, we will refund the standard postage cost(cheapest).
• If you return only part of your order, shipping is not refunded.
Condition of Returned Items
To be eligible for a refund, returned items must arrive:
• Unused
• Unwashed
• Undamaged
• With all tags attached
• In original packaging
If your return does not meet these conditions:
• Your refund will be rejected.
• You will be offered the option to pay postage to have the item(s) sent back to you. However if you refuse to pay the postage, the item(s) will remain with us and will be donated, no refund will be issued.
Unauthorised Returns
If your order comes back to us for reasons such as:
• Refused package
• Uncollected package
• Missed delivery
• Incorrect address
• Refusal to pay customs fees
• Unauthorised return
…we’ll contact you to cover postage, so your order can return back to you. If postage isn’t repaid or we don’t hear back within 3 days, we will have to cancel your order. In that case, you’ll be refunded, minus the original postage and our cancellation fee.
