Return

Gerenal

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it—unused, unworn, with tags, and in its original packaging.

You will also need the receipt or proof of purchase.

To start a return, please contact us at:

📧 info@ecopawpaw.com

Returns must be approved before being sent back.

Items returned without prior authorization will not be accepted.

Return Address

All approved returns must be sent to our Belgium return center:

Return instructions will be provided after your return request is approved.

Return Shipping Costs

Unless the item is defective, damaged, or incorrect, customers are responsible for return shipping costs.

Return shipping labels are not automatically provided.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if:

• The item is defective
• The item is damaged
• You received the wrong item

We will evaluate the issue and make it right.

Exceptions / Non-Returnable Items

The following items cannot be returned:

• Perishable goods, including pet food and treats, for hygiene and safety reasons
• Large items, such as cat trees, unless they arrive damaged or defective
• Custom or personalized products
• Hazardous materials, flammable liquids, or gases
• Sale items and gift cards

If you are unsure whether your item is eligible for return, please contact us before placing your order.

Exchanges

The fastest way to ensure you get the item you want is to return the original item (if eligible).

Once your return is approved, you may place a new order separately.

European Union 14-Day Cooling-Off Period

If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days, without providing a reason.

Returned items must be unused, in original condition, with original packaging and proof of purchase.

Please note that this right does not apply to exempt items, such as perishable goods or large items, as permitted under EU consumer law.

Refunds

We will notify you once we have received and inspected your return.

If approved, your refund will be issued to your original payment method within up to 10 business days after approval.

Please note that processing times may vary depending on your bank or card issuer.

If more than 15 business days have passed since your refund was approved, please contact us at:

📧 info@ecopawpaw.com