The detailed legal content below is shown in French because these provisions (T&Cs, GDPR, withdrawal, warranty) must be legally validated before official translation for each European market. For questions, contact contact@pawpro.eu — reply in English in less than 2 hrs on business days.
1. 14-day satisfaction or refund
You have 14 calendar days from receipt of your order to return it, without having to provide any reason or pay any penalty. This is your statutory right of withdrawal (applicable European regulation, Directive 2011/83/EU), which PAWPRO applies without restriction.
No trick questions. No queue. No hidden fees. Our team handles every return within 48h.
2. Return conditions
For a return to be accepted, the product must be:
- returned in its original packaging, complete (box, accessories, instructions, The PAWPRO Method if supplied physically);
- in resalable condition — real-world testing is allowed, but without manifest damage (deep scratches, unwashed liquid splashes, physical modification);
- accompanied by proof of purchase (order number or invoice).
Collars showing clear use beyond a test (dirt, prolonged chew marks, straps frayed beyond reason) may be subject to a 10 to 30% deduction depending on condition — communicated transparently to the Customer before refund.
3. Return procedure
- Request your return instructions via the contact page, mentioning your order number. Reply within 24 business hours with the return address and exact terms.
- Prepare the parcel: product in its original packaging, inside a protective outer package (cardboard, foam).
- Ship the parcel following the instructions provided (carrier of your choice with tracking strongly recommended).
- Track your return: we notify you on receipt and throughout processing.
4. Return costs
Except for defective products (see section 7 below and our customer care policy), return costs are borne by the Customer. The cost depends on the carrier chosen by the Customer and the country of dispatch.
5. Refund
On receipt and inspection of the parcel (within 48h on average), we proceed with the full refund of the purchase price, original delivery charges included.
The refund is made to the original payment method (card, Apple Pay, Google Pay, Shop Pay). Time to appear on your account: 3 to 5 business days depending on your bank.
6. Exchanges
Want a different model or a different size? Two options:
- Direct exchange: we ship the new product upon receipt of your return. No additional charge if the value is the same.
- Refund + new order: the fastest option if stock is immediately available.
State your choice when requesting return instructions.
7. Defective products
If you receive a defective product (failure on arrival, broken strap, non-functional remote), return costs are covered under warranty. See our customer care policy for the specific warranty procedure.
8. Special cases
Withdrawal exclusions provided for by applicable regulation apply — in particular goods personalised to order or unsealed goods that cannot be returned for hygiene reasons. No standard PAWPRO product currently falls into these categories.
9. Contact
A question before returning? Contact our customer care team via the contact page — reply within 2 business hours on average.