Refund policy

Return Window

We offer a 14-day return policy. You have 14 calendar days from the date you receive your item to request a return. Requests made after this period will not be accepted.

Eligibility

To be eligible for a return, your item must be unused and undamaged, in its original packaging with all tags included, and you must provide proof of purchase such as your order confirmation or receipt.

Once a pet urn has been used to hold ashes, it cannot be returned. This is a hygiene exception consistent with EU consumer law and applies regardless of how recently the purchase was made.

Non-Returnable Items

The following items cannot be returned: pet urns that have been used to hold ashes, personalised or custom-made items (unless they arrive defective or damaged), and gift cards.

Items purchased at a sale or discounted price retain the same return rights as full-price items. A reduced price does not remove your right to return.

How to Start a Return

Please contact us at hello@pawspeace.com before sending anything back. Include your order number and the reason for your return. We will review your request and respond within 2 business days.

If your return is approved, please ship the item to: Paws Peace, Čiekurkalna 5. šķērslīnija 26A - 3, Rīga, LV-1026, Latvia. Return shipping costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

Items sent back without prior authorisation will not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt. If your item arrives defective, damaged, or incorrect, contact us immediately at hello@pawspeace.com. We will arrange a resolution at no cost to you, which may include a replacement or full refund. We may ask for photographic evidence to help resolve your case.

European Union - Right of Withdrawal

As Paws Peace is based in Latvia and operates within the European Union, the EU Consumer Rights Directive applies to all eligible purchases. Our 14-day return policy meets and reflects your statutory 14-day right of withdrawal under EU law. You may withdraw from your purchase within 14 calendar days of receiving your item, without giving any reason.

The 14-day period begins on the day you physically receive your goods. To exercise this right, notify us at hello@pawspeace.com before the period expires. You must then return the goods within 14 days of notifying us. Return shipping costs are the customer's responsibility, and we are required by EU law to inform you of this.

The right of withdrawal does not apply to personalised or custom-made items, or to pet urns that have been used to hold ashes (hygiene exception under EU Consumer Rights Directive, Article 16(e)).

Exchanges

We do not offer direct exchanges. If you would like a different item, please return your original item following the process above. Once your return is accepted and your refund is processed, you are welcome to place a new order.

Refunds

Once we have received and inspected your return, we will notify you of our decision by email. If approved, your refund will be issued to your original payment method within 14 calendar days of us receiving your returned goods, as required by EU consumer law.

Please allow an additional 3–5 business days for your bank or card provider to post the refund to your account. If more than 14 calendar days have passed since we confirmed receipt of your return and you have not received your refund, please contact us at hello@pawspeace.com.

Complaints & Dispute Resolution

If you have a complaint, please contact us first at hello@pawspeace.com and we will do our best to resolve it promptly. If we are unable to reach a resolution, you may use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr, or contact the Consumer Rights Protection Centre of Latvia (PTAC) at www.ptac.gov.lv.

Contact

For any questions about this policy, please contact us at hello@pawspeace.com or write to us at Čiekurkalna 5. šķērslīnija 26A - 3, Rīga, LV-1026, Latvia. We aim to respond to all enquiries within 2 business days.