Refund policy

30-Day Trial & Return Policy

We offer a 30-day home trial on eligible products purchased directly from pawenza.com. You have 30 days from delivery to try your purchase and request a return if it isn’t right for you.

Return requirements

Normal use during the trial is allowed.

Returned items must be clean, dry, complete, and in their original packaging, including any accessories supplied. They must be free from dirt, stains, persistent odors, tears, or other damage. Please remove loose pet hair before returning them.

Damage caused by misuse or failure to follow care instructions is not covered by the trial. These requirements do not affect claims for faulty items or items that arrived damaged.

How to request a return

Email info@pawenza.com or use our Contact page within 30 days of delivery. Please include your order number or proof of purchase.

We’ll provide instructions on how and where to return your items. Returns are free for U.S. orders, with no restocking fees. Items sent back without first requesting a return will not be accepted.

Damaged, faulty, or incorrect items

Please inspect your order on arrival and contact us promptly if an item is damaged, faulty, or incorrect so we can make it right at no cost to you.

Exceptions

Gift cards and custom or personalized products are excluded from the 30-day trial. This does not affect your rights if an item is faulty or incorrect.

Exchanges

To exchange an item, request a return and place a separate order for the replacement.

Refunds

We’ll notify you once your return has been received and reviewed. If approved, we’ll refund the full price paid for the returned items and any original standard delivery charge for a fully returned order to your original payment method within 10 business days.

If we confirm that a return is not required, we’ll issue your refund within 10 business days of that confirmation.

Your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since approval and you haven’t received your refund, contact info@pawenza.com.

Amazon purchases

Orders placed on Amazon must be returned through your Amazon account and are subject to Amazon’s applicable return and refund policies.

This policy does not affect your statutory rights.