Return & Refund Policy

Return & Refund Policy — Maison Paw Pets

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At Maison Paw Pets, we want both you — and your pet — to feel happy and confident with your purchase.
That’s why we offer a 30-Day Peace-of-Mind Guarantee on all eligible items.

Below you’ll find everything you need to know about returns, replacements, and refunds.

1. 30-Day Peace-of-Mind Guarantee

If your item arrives damaged, defective, or not as expected, you are fully covered.
Just contact us within 30 days of delivery at:

📩 maisonpawpets@gmail.com

Please include:

  • Your order number

  • A clear photo or video of the issue

  • A short description of the problem

Once confirmed, we will send a replacement or issue a refund —
no need to return the item.

2. Non-Returnable Items (Hygiene & Safety)

For the safety of all pets, certain items cannot be returned or exchanged, including:

  • Pet beds & blankets

  • Carriers

  • Feeding accessories (bowls, bottles, mats)

  • Grooming tools

  • Chewables

  • Items that come into contact with fur, saliva, or skin

  • Any product showing signs of use, wear, pet hair, damage, or odor

These items are final sale once opened.

3. Cancellations

Orders can be modified or canceled within 1 hour of placing the order.

After this time, your order may already be processing and cannot be canceled.

If approved, refunds are processed within 10 business days.

4. Damaged or Incorrect Items

If you receive a damaged, incorrect, or faulty item:

  • Notify us within 48 hours of delivery

  • Provide clear photos or videos of the issue

  • Our team will review and send a replacement at no cost

Damage to outer packaging (e.g., dented box) does not qualify unless the product itself is affected.

5. Shipping Issues

While we work with reliable couriers, Maison Paw Pets is not responsible for:

  • Delivery delays caused by the courier or customs

  • Lost or stolen packages

  • Incorrect shipping addresses provided by the customer

For delivery problems, please contact the courier first.

6. Refund Processing

Approved refunds are issued to the original payment method.
Refunds can take up to 40 business days depending on your bank or payment provider.

Refunds are processed in EUR (€).
Any exchange rate differences or bank fees are the customer’s responsibility.

7. Questions?

We’re always here to help!
📩 maisonpawpets@gmail.com