Refund policy
✅ RETURN & REFUND POLICY
Pawlen
📦 Returns — 30 Days
We offer a 30-day return policy, which means you have 30 days from the date of delivery to request a return.
To be eligible for a return, the item must meet all of the following conditions:
- Be in the same condition as received
- Be unused, unaltered, and free from signs of wear
- Include all original components and accessories
- Include the magnetic pieces originally supplied with the product
- Be returned in its original packaging whenever reasonably possible
- Be in like-new condition
- Be accompanied by valid proof of purchase
Pawlen reserves the right to reject returns that do not meet these requirements, except where applicable consumer protection laws require otherwise.
📩 How to Start a Return
To request a return, please contact us at:
Please include:
- Your order number
- The email used to place the order
- The reason for the return
- Photos or videos if the product is damaged, defective, or incorrect
Once your request is reviewed and approved, we will provide:
- Return instructions
- The appropriate return address
- Any additional steps required to process the return
⚠️ Returns sent without prior authorization may not be accepted.
🚚 Return Shipping
Customers are responsible for safely returning the product.
Unless the item is confirmed to be defective, damaged, incorrect, or otherwise covered by mandatory consumer rights, return shipping costs are the responsibility of the customer.
Return shipping costs are non-refundable unless required by applicable law.
Pawlen is not responsible for returned packages that are lost, damaged, or delayed during transportation. We recommend using a tracked shipping service and keeping proof of shipment.
🪵 Product Characteristics
The Magnetic Chart for Tracking Pet Meals is made using wood-based materials and includes movable slider components and separate magnets for refrigerator placement.
Because of the manufacturing and finishing process, minor cosmetic variations may occur, including:
- Slight differences in wood tone or texture
- Small variations in the black surface finish
- Minor differences in printing or alignment
- Slight variations around cut edges
- Small cosmetic marks resulting from production or shipping
These minor variations do not normally affect the intended appearance or functionality of the product and are not considered defects unless they substantially interfere with normal use.
🔍 Damaged, Defective, Missing, or Incorrect Items
Please inspect your order shortly after delivery.
If your product:
- Arrives damaged
- Does not function as intended
- Is incorrect
- Is missing one or both magnets
- Is missing another included component
please contact us within 48 hours of delivery whenever reasonably possible at:
Include clear photographs or video showing the issue.
Depending on the circumstances, Pawlen may offer:
- A replacement component
- Replacement magnets
- Partial replacement
- Full product replacement
- Refund, when appropriate
The appropriate resolution will depend on the nature of the issue and applicable consumer protection laws.
The 48-hour reporting request helps us investigate shipping-related damage quickly; it does not limit any mandatory legal rights that may apply to defective goods.
❌ Non-Returnable Items
Unless otherwise required by applicable law, we may not accept returns for:
- Gift cards
- Customized or personalized products
- Products showing significant signs of use, alteration, or intentional damage
- Incomplete returns missing included components
- Products damaged because of improper return packaging
- Items returned without following the approved return procedure
Sale and promotional items remain eligible for return when they satisfy this policy or where applicable consumer law provides a right to return.
🔁 Exchanges
We do not currently offer direct exchanges.
If you would like a different product or quantity:
- Request a return if your existing order is eligible
- Follow the return instructions provided by our support team
- Place a new order separately
If your original item arrived damaged, defective, or incorrect, contact us first so we can determine the appropriate solution.
🇪🇺 European Union — 14-Day Right of Withdrawal
Customers purchasing online within the European Union generally have a legal 14-day right of withdrawal from the date the goods are received, subject to certain exceptions. No reason is normally required to exercise this right.
To exercise this right, please contact:
within the applicable withdrawal period.
Where permitted by law, customers may be responsible for the direct cost of returning the goods unless Pawlen has agreed otherwise or the item is defective, damaged, or incorrect.
This section does not limit any additional consumer rights available under national or European Union law.
Consumers in the EU may also have statutory rights relating to defective or non-conforming goods that extend beyond our voluntary 30-day return policy. EU rules provide a minimum legal guarantee period for consumer goods.
🚫 Order Cancellation & Processing
Orders may be canceled before they enter the fulfillment or shipping process.
Once an order has been:
- Processed
- Packed
- Assigned for shipment
- Transferred to a logistics facility
- Included in an outbound shipment
it may no longer be possible to cancel it.
If the order has already shipped, you may request a return after delivery in accordance with this policy.
Nothing in this section limits cancellation or refund rights required by applicable consumer law.
For U.S. orders, sellers making online shipping promises must comply with applicable FTC requirements regarding shipping delays, including providing customers with appropriate cancellation/refund options when promised shipment timing cannot be met.
💳 Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved:
- The refund will be issued to the original payment method
- Pawlen will generally process approved refunds within 10 business days
- Your bank, credit card issuer, or payment provider may require additional time to post the funds to your account
Where legally permitted, the following may be non-refundable:
- Original shipping charges
- Return shipping costs
- Customs duties
- Import taxes
- Other third-party handling charges
These exclusions do not apply where reimbursement is required because Pawlen supplied a defective, damaged, incorrect, or non-conforming item or where applicable law requires reimbursement.
If more than 15 business days have passed since Pawlen confirmed that your refund was approved, please contact:
📦 Shipping Delays
Any delivery windows displayed on our website are estimated delivery timeframes, unless we expressly state that a particular delivery date is guaranteed.
Shipping may be affected by circumstances including:
- Carrier processing
- Customs procedures
- Transportation disruptions
- Weather
- Seasonal shipping volume
- Local delivery conditions
- Logistics routing changes
Pawlen will make reasonable efforts to assist customers when delays occur.
However, nothing in this section removes any statutory right to cancel or obtain a refund when applicable law gives the customer that right. For example, U.S. rules require online sellers to address shipping delays in accordance with the shipment representations made to customers.
⚠️ Payment Disputes & Chargebacks
If you experience a problem with your order, we encourage you to contact our support team first so we have an opportunity to resolve it.
If a payment dispute or chargeback is opened, Pawlen may provide relevant documentation to the payment provider, including:
- Order confirmation
- Customer communication
- Shipping records
- Tracking information
- Delivery confirmation
- Product information
- Applicable store policies
Nothing in this section prevents customers from exercising any legitimate right to dispute a transaction through their bank, card issuer, payment provider, or applicable consumer protection authority.
⚖️ Consumer Rights & Limitation of Policy
Pawlen may:
- Inspect returned products
- Request reasonable evidence relating to damage or defects
- Reject returns that do not meet this policy where legally permitted
- Deny refunds involving misuse, intentional damage, alteration, missing components, or fraudulent claims
However, nothing in this policy is intended to exclude, restrict, or override any mandatory consumer rights provided by the laws applicable to your purchase.
For customers in Mexico, online sellers are subject to Mexico's Federal Consumer Protection Law and applicable electronic-commerce consumer requirements. PROFECO provides oversight of virtual stores and consumer rights in electronic transactions.
📬 Contact Pawlen
For returns, refunds, damaged products, or questions regarding this policy: