Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Dear Customer,

Please read our return and refund policy carefully; if you need assistance, do not hesitate to contact us via email at customerservice@paws-up.shop or via phone at +352 621 147 486. Please remember that our business hours are Tuesday to Saturday from 10:00 to 19:00.

Returns

If, for any reason, you want to return your product(s) they all need to be in re-sellable condition.

To be eligible for a return your product(s) must meet the following conditions:

🐾 Must be in the same condition you have received it from Paws Up

🐾 Unworn or unused

🐾 With tags

🐾 In its original packaging

🐾 Must be accompanied by the receipt or proof of purchase

🐾 Not personalised

If your product(s) is personalised it cannot be returned or refunded unless it is faulty.

To start the return process, please get in touch with us at customerservice@paws-up.shop. Please note that all returns must be sent to the following address: 385 Route de Thionville, 5887 Hesperange, Luxembourg

If your return is accepted, we will notify you via email and give you instructions on how and where to send your package. Items sent to us without first requesting a return will not be accepted. The customer is responsible for all shipment-associated costs of a return.

Please note, Paws Up is not responsible for any return costs or fees.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund.

Damages & Other Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@paws-up.shop.