Refund policy

1. Return and refund policy

30-Day Money-Back Guarantee

We want you and your pet to love your PawHouse Cozy Tunnel Bed. If you are not happy for any reason, you can request a refund within 30 days of receiving your order.

How to start a return

  1. Email us at azuolas.ecom@gmail.com with your order number and the reason for your return. Please include photos if the item arrived damaged or faulty.
  2. We will reply within 1–2 business days with return instructions and the return address.
  3. Please do not send items back without contacting us first. Returns sent without approval, or to the wrong address, cannot be accepted.

Conditions

  • Your return request must be made within 30 days of delivery.
  • Items should be clean, free of pet hair, and in their original condition where possible.
  • Proof of purchase (your order number) is required.

Return shipping

  • If your item arrived damaged, faulty, or is not what you ordered, we cover the cost. In most cases we will send a replacement or refund without you needing to return the item.
  • For all other returns (for example a change of mind), the customer pays for return shipping. We recommend using a tracked shipping service, as we cannot refund items that are lost on their way back to us.

Refunds

  • Once your return is received and checked, we will email you to confirm your refund.
  • Refunds are made to your original payment method within 5–10 business days. Your bank may take a few extra days to show it.
  • Original shipping costs (Express shipping) and Shipping Protection fees are non-refundable once the order has shipped, unless the item arrived damaged or faulty.

Damaged or wrong items

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery at azuolas.ecom@gmail.com with photos, and we will make it right with a free replacement or a full refund.

Cancellations

You can cancel your order free of charge before it ships by emailing azuolas.ecom@gmail.com. Once an order has shipped, it can no longer be cancelled, but you can still return it under this policy.

EU and UK customers

You also have the legal right to withdraw from your purchase within 14 days of delivery without giving a reason. Our 30-day guarantee includes this right and does not affect your statutory rights.