Refund policy

REFUND AND RETURN POLICY

Last updated: 8 September 2026

We want customers to feel confident ordering from PawPower Travel. This policy explains how cancellations, returns, replacements and refunds are handled.

Nothing in this policy limits any mandatory consumer rights that apply in your country.

14-DAY CHANGE-OF-MIND RETURNS

You may request a return for most products within 14 calendar days after you, or a person nominated by you, receives the order.

If an order is delivered in multiple parcels, the 14-day period begins when the final item is received.

After notifying us that you wish to return an item, you must send it back within 14 calendar days. An email clearly communicating your decision to cancel is sufficient notification, but you must contact us for the correct return instructions before posting the product.

RETURN ELIGIBILITY

For a voluntary change-of-mind return, the product should be:

• In substantially the same condition in which it was received
• Free from pet hair, stains, odours and damage caused after delivery
• Unwashed and unaltered
• Returned with its accessories, components and instructions
• Accompanied by proof of purchase

You may inspect the product as reasonably necessary to confirm its nature, characteristics and suitability. We may reduce the refund where handling beyond what is reasonably necessary has caused a loss in value, where permitted by law.

Original packaging should be included where reasonably possible, but the absence of original packaging does not remove your legal rights regarding a faulty, damaged or incorrectly supplied product.

HOW TO REQUEST A RETURN

Before returning anything, email kaitunc885@gmail.com and provide:

• Your full name
• Your order number
• The product you wish to return
• The reason for the return
• Photographs or video if the product is damaged, defective or incorrect

We will provide the appropriate return instructions and authorised return address.

Do not send products to the address printed on the original parcel or to another address without confirmation. Supplier and carrier addresses are not necessarily authorised return locations, and sending an item there may delay or prevent us from identifying the return.

The authorised return address may be located in a country different from the original delivery destination. International return postage can therefore be significant.

CHANGE-OF-MIND RETURN COSTS

Unless we agree otherwise or applicable law requires us to cover the cost, customers are responsible for the direct postage and packaging costs of a change-of-mind return.

We recommend using a tracked postal service and retaining the postage receipt until the return has been completed. PawPower Travel cannot be responsible for a return parcel lost before reaching the authorised return location, except where responsibility cannot legally be excluded.

We do not charge a restocking fee.

DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If your product arrives damaged, defective, materially different from its description, or if you receive the wrong product, contact us as soon as possible at kaitunc885@gmail.com.

To help us investigate, please provide your order number and clear photographs or video showing:

• The complete product
• The damage, defect or incorrect item
• The shipping label
• The external and internal packaging, where relevant

Please do not dispose of the product or packaging until we have reviewed your claim.

We may offer a repair, replacement, missing component, partial refund or full refund, depending on the issue and your rights under applicable law.

Where a return is necessary because the product is confirmed to be damaged, defective or incorrectly supplied, PawPower Travel will provide a return label or reimburse reasonable, agreed return-postage costs where required by law. Do not pay for expensive return postage without contacting us first.

In some cases, we may resolve the issue without requiring the product to be returned.

Please report these problems as soon as reasonably possible and preferably within 30 days of delivery so that we can preserve any claim against our supplier or delivery provider. This requested reporting period does not shorten any longer statutory guarantee or consumer-rights period available to you.

MISSING PRODUCTS OR COMPONENTS

If an item or an essential component is missing from your order, contact us with your order number and photographs of everything received.

Once verified, we will arrange an appropriate replacement, resend, partial refund or full refund.

ORDERS NOT RECEIVED

If an order has not arrived after the estimated delivery period, contact us so we can investigate with the fulfilment partner and carrier.

If a parcel is confirmed lost, we will offer a replacement or refund in accordance with applicable law and our Shipping Policy.

If tracking shows that a parcel was delivered but it cannot be located, we may ask you to check with household members, neighbours, reception, the local delivery office or the carrier. We may also request available non-delivery documentation before completing the investigation.

ORDER CANCELLATIONS

Contact us immediately if you wish to cancel an order.

If processing has not begun, we will attempt to cancel the order and issue a refund. However, cancellation cannot always be guaranteed once an order has entered processing.

If the order has already been dispatched, you may still exercise any applicable cancellation or return rights after delivery.

REFUNDS

Approved refunds will be issued to the original payment method unless another method is expressly agreed with you.

Once we receive the returned product or acceptable evidence that it has been dispatched, we aim to process the refund within five working days and always within the period required by applicable law.

Your bank, card provider or payment service may require additional time to display the refund in your account.

For qualifying EU, EEA and UK statutory cancellations, we will refund the product price and the cost of our least expensive standard delivery option. Additional charges paid for premium, express or upgraded delivery are not refundable beyond the standard-delivery amount.

For voluntary returns outside applicable statutory cancellation rights, original delivery charges are not refundable unless stated otherwise.

Customs duties, import taxes and carrier charges paid directly to government authorities or third parties cannot normally be refunded by PawPower Travel. You may need to request reimbursement from the relevant authority.

EXCHANGES

We do not currently offer standard direct exchanges for change-of-mind returns. The simplest option is to return the original product and place a new order.

This does not affect your right to request a suitable replacement where a product is damaged, defective or incorrectly supplied.

PERSONALISED PRODUCTS

Products made or personalised specifically for a customer may not qualify for change-of-mind cancellation where applicable law provides an exception.

This exception does not apply when a personalised product is defective, damaged, unsafe or different from what was ordered.

SALE ITEMS

Sale and discounted products have the same rights regarding faults, damage and incorrect supply as full-price products.

UNCLAIMED OR RETURNED PARCELS

If a parcel is returned because it was unclaimed, refused, not collected, customs clearance was not completed, or an incorrect or incomplete address was supplied, contact us to discuss the available options.

Where permitted by law, any refund may be issued only after the parcel has been returned and may be reduced by unrecoverable delivery, return or redelivery costs.

MANDATORY CONSUMER RIGHTS

Customers in the European Union and European Economic Area generally have a statutory right to withdraw from most online purchases within 14 days of delivery.

United Kingdom customers generally have 14 days after delivery to notify us of cancellation and a further 14 days to return the product.

Australian customers retain all applicable rights and remedies under the Australian Consumer Law, including consumer guarantees relating to acceptable quality, safety, fitness for purpose and correspondence with description.

Customers in other countries retain any mandatory rights provided by the consumer laws applicable to their purchase.

If any part of this policy conflicts with a mandatory consumer-protection law, the mandatory law will apply.

MODEL CANCELLATION FORM

Customers may use the following form to exercise an applicable cancellation right, but its use is not compulsory.

To:

Kai Zeki Tunç, trading as PawPower Travel
Hotnitsa 100
5058, Bulgaria
Email: kaitunc885@gmail.com

I hereby give notice that I cancel my contract for the purchase of the following product or products:

Product:

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Customer signature, only if submitted on paper:

Date:

CONTACT

For return, refund or cancellation questions, contact:

PawPower Travel
Email: kaitunc885@gmail.com