REFUND & CANCELLATION POLICY
1. Introduction
At Pawkenz, your satisfaction is our priority. This policy explains your rights regarding order cancellations, returns, and refunds. Please read it carefully before placing an order.
2. Order Cancellation
You may cancel your order under the following conditions:
|
Cancellation Window |
Method |
Result |
|
Before order is shipped |
Contact us via email or app |
Full refund issued |
|
After order is shipped |
Refuse delivery or return item |
Refund after item returned |
|
Custom / personalized items |
Cannot be cancelled |
No refund applicable |
To cancel an order, email info@pawkenz.com or Phone: +201273540072 with your order number as soon as possible.
3. Return Policy
We accept returns within 14 days of delivery, provided the following conditions are met:
• Item is unused and in its original condition
• Original packaging is intact and undamaged
• Proof of purchase (order number or receipt) is provided
• Item is not from the non-returnable categories listed below
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
4. Non-Returnable Items
The following items cannot be returned or refunded:
• Perishable goods (food, treats, supplements)
• Opened or used hygiene products (grooming tools, litter)
• Personalized or custom-made items
• Items purchased on final sale or clearance
• Live animals or plants
If you receive a defective item from any of the above categories, please contact us within 48 hours and we will review your case.
5. Refund Process
Once we receive and inspect the returned item, we will notify you of the refund status within 2 business days.
|
Refund Method |
Timeframe |
|
Original payment method (card/wallet) |
5–10 business days |
|
Store credit / Pawkenz wallet |
Within 24 hours |
|
Cash on delivery orders |
Bank transfer within 5 business days |
Refunds will be issued for the item price only. Original shipping fees are non-refundable unless the return is due to our error.
6. Exchange Policy
We offer free exchanges for the same item in a different size or variant, subject to availability. To request an exchange:
• Contact us within 14 days of delivery
• Provide your order number and exchange request details
• Ship the item back to us in its original condition
• We will dispatch the replacement upon receiving the return
7. Defective or Incorrect Items
If you receive a defective, damaged, or incorrect item, you are entitled to a full refund or free replacement. Please:
• Contact us within 48 hours of delivery
• Include clear photos of the item and packaging
• Provide your order number
We will cover all return shipping costs for defective or incorrect orders.
8. Late or Missing Refunds
If you have not received your refund after the stated timeframe:
• Check your bank or payment provider account
• Contact your bank — processing times may vary
• If the issue persists, email us at info@pawkenz.com
9. Contact Us
For any refund or cancellation inquiries, please contact our support team:
Email: info@pawkenz.com
Phone: +201273540072
