Refund policy
RETURNS & REFUND POLICY
At Pawuno, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may request a return in accordance with the terms of this policy and any mandatory consumer rights applicable to your purchase.
15-DAY RETURN POLICY
Pawuno offers a 15-calendar-day return policy.
You have 15 calendar days from the date your order is delivered to request a return.
To request a return, please contact us at:
Please include your order number and clearly state that you would like to return your order.
Our 15-day return policy is a voluntary return policy offered by Pawuno. It does not limit, exclude, or replace any mandatory consumer rights or legal remedies that may apply to your purchase.
For customers located in jurisdictions where a longer statutory return or withdrawal period applies, the applicable legal period will take precedence over this voluntary return policy.
RETURN CONDITIONS
To be eligible for a voluntary return, the product must be returned in a condition that allows us to reasonably verify its condition and eligibility for return.
You may handle and inspect the product to the extent reasonably necessary to determine its nature, characteristics, and functionality.
If the product has been used or handled beyond what is reasonably necessary for inspection and this results in a reduction in its value, Pawuno may take the applicable reduction in value into account where permitted by applicable law.
The product should, where reasonably possible, be returned with its original packaging and accessories.
A missing original package or minor packaging damage will not, by itself, prevent a return where applicable law provides otherwise.
Certain products may be subject to additional return restrictions where permitted by applicable law, including products that cannot reasonably be returned for health, hygiene, safety, personalization, or other legally recognized reasons.
RETURN SHIPPING COSTS
For voluntary returns made because you changed your mind or no longer want the product, you are responsible for the direct cost of return shipping unless we expressly state otherwise or applicable law requires Pawuno to cover those costs.
If you received a defective, damaged, incorrect, or non-conforming product, please contact us at veloria554@gmail.com before returning the item.
Where required by applicable law, Pawuno will cover the applicable return shipping costs for defective, damaged, incorrect, or non-conforming products.
DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Please inspect your order after delivery and contact us as soon as reasonably possible if the product:
• Arrives damaged
• Is defective or does not function as intended
• Is materially different from the product you ordered
• Is missing parts or components
Please contact us at veloria554@gmail.com and include your order number and, where appropriate, photographs or videos showing the issue.
Defective, damaged, incorrect, or non-conforming products are handled separately from voluntary returns and will be resolved in accordance with applicable consumer protection, conformity, warranty, and guarantee laws.
Nothing in this policy limits any mandatory legal rights or remedies available to you.
EXCHANGES
We do not currently offer direct exchanges.
If you would like a different product or variant, you may return the original product where eligible and place a new order.
Your statutory consumer rights remain unaffected.
SALE ITEMS AND DISCOUNTS
Products purchased during a sale, promotion, or discount remain eligible for returns under this policy unless a specific lawful exclusion was clearly stated before the purchase.
A sale, promotional price, or discount does not, by itself, remove or restrict any mandatory consumer rights.
NON-RETURNABLE PRODUCTS
Certain products may not be eligible for return where a specific legal exclusion applies.
Examples may include:
• Personalized or custom-made products
• Perishable products
• Sealed products that are not suitable for return for health or hygiene reasons after the seal has been broken, where applicable
• Products specifically excluded from a statutory right of withdrawal or return by applicable law
Any such exclusion will only apply to the extent permitted by the laws applicable to the purchase.
If you are unsure whether a particular product is eligible for return, please contact us at veloria554@gmail.com before returning the product.
EUROPEAN UNION / EUROPEAN ECONOMIC AREA
If you are a consumer located in the European Union or another jurisdiction that provides a statutory right of withdrawal, your statutory consumer rights remain fully applicable.
For eligible online purchases in the European Union, consumers generally have the right to withdraw from the purchase within 14 calendar days from the date they receive the goods, without providing a reason.
Pawuno voluntarily extends this period to 15 calendar days from delivery.
Accordingly, for EU customers, the first 14 days constitute the statutory right of withdrawal, while the additional day is provided under Pawuno's voluntary 15-day return policy.
During the statutory withdrawal period, you may handle and inspect the product only to the extent necessary to establish its nature, characteristics, and functionality. Where permitted by applicable law, you may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary for such inspection.
Nothing in this policy is intended to restrict, waive, or replace any mandatory consumer rights.
REFUNDS
Once we receive your returned product, we will inspect it and notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method used for the purchase, unless otherwise agreed with you or required by applicable law.
The time required for the refund to appear in your account may vary depending on your bank, credit card issuer, payment provider, or other financial institution.
For returns made under Pawuno's voluntary 15-day return policy, refunds will generally be processed after the returned product has been received and inspected.
Where applicable law establishes a specific deadline for issuing a refund, Pawuno will comply with that deadline.
For statutory withdrawals within the European Union, Pawuno will process the refund in accordance with applicable law. We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been returned, whichever occurs first.
Where required by applicable law, refunds will include the applicable standard delivery costs. Additional costs resulting from the customer's choice of a more expensive delivery method may not be refundable where permitted by law.
HOW TO START A RETURN
To request a return, please contact:
Please provide:
• Order number
• Name used for the order
• Reason for the return, if applicable
• Photos or other evidence where the product is damaged or defective
We will provide you with the applicable return instructions and return address.
Please do not send a product to an address other than the return address provided by Pawuno.
Returns sent without first contacting us may experience delays in processing.
IMPORTANT LEGAL RIGHTS
This Returns & Refund Policy does not affect any mandatory guarantees, warranties, conformity rights, withdrawal rights, refunds, remedies, or other consumer protections applicable to your purchase.
Where the laws applicable to your purchase provide consumers with rights that are more favorable than those described in this policy, those legal rights will continue to apply.
Nothing in this policy is intended to exclude or limit any liability or consumer right that cannot legally be excluded or limited.
CONTACT US
For any questions regarding returns or refunds, please contact us at:
Pawuno
Email: veloria554@gmail.com
Address: Carrer Xiquet 54, 46716 Rafelcofer, Valencia, Spain