1. HOW CAN I REQUEST A RETURN OR EXCHANGE?
• You can request a return or exchange by following these steps:
* Step 1: Contact our customer service team at support@pawcharge.it, providing your order number, the item(s) you wish to return or exchange, and the reason.
* Step 2: We will process your request within 1–2 business days and provide you with the return address or exchange instructions.
* Step 3: Follow our instructions to return your item. Be sure to keep your shipping receipt and tracking information.
2. WHAT ARE THE CONDITIONS FOR RETURNS OR EXCHANGES?
• The item must be unused, in original condition and undamaged.
• Must be returned with original packaging, including tags, accessories and bags.
• Return or exchange requests must be submitted within 14 days of receiving the item. Requests received after this timeframe will not be accepted.
3. WHO COVERS SHIPPING COSTS FOR RETURNS AND EXCHANGES?
• If the item has quality issues or was shipped incorrectly, we will cover the return shipping costs.
• For reasons not related to quality (for example, personal preferences, size or wrong item), return costs are the responsibility of the customer.
4. HOW DO I GET A REFUND AND HOW LONG DOES IT TAKE?
• Refunds will be issued via the original payment method. After we receive and inspect the returned item, your refund will be processed within 5–10 business days.
• The refund covers only the amount paid for the item and does not include return shipping costs.
5. IN WHICH CASES ARE RETURNS OR EXCHANGES NOT ACCEPTED?
• We do not accept returns or exchanges in the following cases:
* The item has been used or is not in resalable condition (e.g. pet products that have been cleaned or worn).
* The request is made after the 14 days allowed for returns.
* Personalized or made-to-measure items.
* Items purchased on sale or at a discounted price.
6. HOW LONG DOES SHIPPING TAKE?
• Most orders are processed and shipped within 1–2 business days.
• Collaboration or limited edition items may require an additional 6–10 business days.
• Delivery times depend on the courier's efficiency and your location. We cannot control any delays during transit.
7. WHAT DO I DO IF I RECEIVE A DEFECTIVE ITEM?
• Contact us immediately if you receive a defective or incorrect item. We will arrange a free replacement and cover the return/exchange costs.
8. DOES THE REFUND INCLUDE SHIPPING COSTS?
• The refund includes only the price paid for the product. Shipping costs are non-refundable unless the item is defective or incorrect.
9. HOW LONG DOES IT TAKE TO PROCESS A RETURN/EXCHANGE REQUEST?
• Once we receive your request, we will respond within 1–3 business days and provide return instructions or an exchange solution.
10. CAN I PURCHASE PRODUCTS IF I AM NOT IN ITALY OR THE EU?
• Absolutely, we ship worldwide. However, shipping costs are slightly higher and will be calculated based on the specific product and delivery address.
11. HOW CAN I CONTACT CUSTOMER SERVICE?
• For questions about returns, exchanges or any other information, please contact us:
* Email: support@pawcharge.it
* Working hours: Monday–Friday, 9:00–18:00