Refund policy
RETURN & REFUND POLICY — PAWLOWEEN
Last updated: September 18, 2026
At Pawloween, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you may request a return in accordance with the conditions described below.
1. Right of Withdrawal
In accordance with the regulations applicable to distance purchases, you have a period of 14 calendar days from the date you receive your order to exercise your right of withdrawal without needing to provide a reason.
In addition, Pawloween offers a 30-day satisfaction guarantee: if you are not completely happy with your purchase, you may request a return within 30 days of receiving your product.
To exercise this right, you must communicate your decision to Pawloween within the established period by contacting us at:
Once we receive your request, we will guide you through the steps needed to complete the return.
2. Return Conditions
To process your return correctly, the product must be sent back in a condition that allows us to verify its nature, characteristics and functionality.
The customer will be responsible for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics or functionality.
3. Return Costs
Unless the product received is defective, incorrect or does not match the order placed, the direct costs of returning the product will be borne by the customer.
In the case of a defective or incorrect product, or a lack of conformity covered by the legal guarantee, Pawloween will cover the corresponding costs in accordance with applicable regulations.
4. Refunds
Once a withdrawal request has been made, Pawloween will issue the corresponding refund without undue delay and within the maximum period established by law.
We may withhold the refund until we have received the returned products, or until the customer provides proof that they have been sent back, whichever occurs first.
The refund will be issued using the same payment method used for the original purchase, unless another method has been expressly agreed upon.
The refund will include the standard delivery costs paid during the purchase. Any additional costs arising from choosing a delivery method more expensive than our cheapest standard option will not be refunded.
5. Defective or Incorrect Products
If you receive a defective, damaged or incorrect product, please contact us as soon as possible at:
To help us resolve the issue quickly, we recommend including:
- Order number
- Name used during the purchase
- Photographs of the product
- Photographs of the packaging, where applicable
- A brief description of the problem
Products with a lack of conformity are covered by the corresponding legal guarantee. Nothing in this policy limits the rights granted to you under applicable law.
6. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply in cases established by law, including certain personalized products or items made specifically to the consumer's specifications, among other exceptions provided for by regulation.
7. How to Request a Return
To request a return, send us an email at:
with the subject line "Return Request — [ORDER NUMBER]".
In your message, please include:
- Name:
- Order number:
- Date of purchase:
- Reason for return (optional):
Our team will respond with instructions and the address to which you should send the product.
Please do not send any product to an address that has not been previously confirmed by our customer service team.
8. Contact
Brand: Pawloween
Email: itspawloween@gmail.com
Address: Benizalón, 2 (Spain)
Support hours: 10:00 – 18:00 (Monday to Friday)
For any questions regarding returns, refunds or orders, you can contact our team during our support hours.