Refund policy

Refund Policy

Our promise: 90 days, love it or your money back

At Pawcool we want your pet comfortable, not stuck with a product that doesn't suit him. That's why we extend the legal withdrawal period to 90 days, so you can test it in real conditions.

How to request a refund

Write to us in the chat at the bottom right (or email contact@pawcool.fr) within 90 days of receiving your order, with your order number. We confirm within 24 business hours.

Returning the product

In most cases no physical return is required: we refund without asking you to ship anything back. If we do need to inspect the product, we provide a prepaid return label at no cost to you.

Refund timing

Refunds are issued within 5 to 7 business days after approval, to the same payment method you used (card, PayPal, Apple Pay, Google Pay).

Special cases

Damaged on arrival: report it within 48h with photos, we replace it for free or refund in full, your choice.

Wrong size ordered: we exchange it for free, no return shipping. We send the new size and you keep the old one (give it to a shelter or a friend).

Legal warranty

Independently of the Pawcool guarantee, you benefit from the legal warranty of conformity (2 years, French Consumer Code) and the warranty against hidden defects.

Contact

Any question: the chat at the bottom right, or contact@pawcool.fr. We reply Monday to Friday, within 24 business hours.