At Pawkenz, customer satisfaction is our priority. We are committed to providing 100% original pet products and ensuring a smooth shopping experience. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. Return Eligibility

You may request a return within 14 days of receiving your order, provided that the item:

• Is unused and in its original condition.
• Is returned in its original packaging with all labels and accessories.
• Is accompanied by the original proof of purchase (order number or invoice).

Returns that do not meet these conditions may not be accepted.

2. Non-Returnable Items

For hygiene, safety, and regulatory reasons, the following items cannot be returned or exchanged unless they arrive damaged, defective, or incorrect:

• Opened pet food or treats.
• Opened supplements or vitamins.
• Prescription veterinary products.
• Medications.
• Grooming products that have been opened or used.
• Litter products that have been opened.
• Personalized or customized products.
• Gift cards.

3. Damaged, Defective, or Incorrect Products

If you receive a product that is:

• Damaged during delivery,
• Defective,
• Expired, or
• Different from the item you ordered,

please contact Pawkenz Customer Support within 48 hours of delivery.

To help us process your request quickly, please provide:

• Your order number.
• Clear photos of the product.
• Photos of the packaging.
• A brief description of the issue.

If the claim is approved, Pawkenz will replace the item or issue a full refund at no additional cost.

4. Change of Mind

If you wish to return an item because you changed your mind, you may do so within 14 days provided the product remains unopened, unused, and in its original condition.

In such cases, the customer is responsible for any applicable return shipping costs unless otherwise agreed by Pawkenz.

5. Refund Process

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed using the original payment method whenever possible.

Refund processing times may vary depending on your payment provider but are generally completed within 7–14 business days after approval.

Shipping charges are non-refundable unless the return is due to an error by Pawkenz or a defective product.

6. Exchanges

We are happy to exchange products that are:

• Defective,
• Damaged, or
• Incorrectly supplied.

Exchanges are subject to product availability.

7. Order Cancellation

Orders may be cancelled before they are shipped.

Once an order has been dispatched, it cannot be cancelled and must follow the return process outlined in this policy.

8. Return Shipping

If the return is due to:

• An incorrect product sent by Pawkenz,
• A damaged or defective item, or
• An approved warranty issue,

Pawkenz will cover the return shipping costs.

For all other approved returns, return shipping costs are the responsibility of the customer.

9. Refund Exceptions

Refunds may be refused if:

• The product has been used.
• The product is returned incomplete.
• The product is damaged due to customer misuse.
• The return request falls outside the eligible return period.
• The returned item does not match the original order.

10. Consumer Rights

Nothing in this Return & Refund Policy limits your statutory rights under the applicable consumer protection laws of the Arab Republic of Egypt.

11. Contact Us

If you have any questions about returns or refunds, please contact Pawkenz Customer Support before sending any items back.

Phone: +20 103 004 8691

Email: contact@pawkenz.com

Website: https://pawkenz.com

Our team will be happy to assist you.