Refund policy

• If you are not satisfied with your purchase, please contact us at contact@getpawcalm.shop within 60 days of receiving your order to arrange a return or exchange.
• Please note: We cannot accept returns of opened Silvervine sticks, as they are sealed using a special process to reduce bacteria and ensure the highest quality for your cat's health.

Order Cancellations

• Orders can be cancelled within 4 hours of purchase for a full refund.
  After this period, the order is processed and cannot be cancelled.
  If you no longer want the item, you may return it once delivered (see above).

Damaged or Incorrect Items

• Please inspect your order upon arrival. If your item is damaged or incorrect, notify us within 48 hours, and we will resolve the issue promptly.

Chargebacks & Disputes

• We encourage you to contact us before initiating a chargeback — we’re happy to help resolve any issues.
  Filing a chargeback without communication may be treated as fraudulent behavior.
• Returns associated with chargebacks must be completed within 20 days of the dispute.
  

• Return shipping costs: Customers are responsible for return postage costs. We will issue a return label via email, and the cost will be deducted from your refund.
• Tracking numbers: When returning a product, you must provide a tracking number to ensure proof of delivery. Refunds will not be issued until we receive the returned item.
• Refunds: Refunds will be processed within 5-7 business days after receiving the returned product. Please note that refunds may take up to 10 business days to appear, depending on your bank.

EU 14-Day Right of Withdrawal

• If your order was delivered within the EU, you may cancel or return it for any reason within 14 days of delivery under EU consumer law.
  Items must be unused, in original packaging, and include proof of purchase.