Returns & Refunds
Last updated: September 12, 2026
- Return window
- 30 days from delivery
- Condition
- Unused, in its original packaging
- Return shipping
- Paid by you
- Refund to
- Your original payment method
- Refund timing
- 5–10 business days after we receive it
- Cancel before dispatch
- Free, full refund
The window
You can return an order within 30 days of delivery. After that we can’t accept it back.
Condition
Items must come back unused and in their original packaging. Something that has been used on an animal can’t be resold, so we can’t take it back.
What we can’t take back
Some products can’t reasonably be returned once opened. We reserve the right to exclude specific product categories from returns where hygiene or safety makes resale impossible. Where a category is excluded, that will be stated clearly on the product page before you buy — never for the first time when you ask to return it.
This does not affect a faulty or damaged item, which we will always put right.
How to start a return
Email hello@paslunapets.com with your order reference and we’ll send you a return address. Please don’t send anything back before you have it — we can’t track parcels we aren’t expecting.
You pay return shipping. We’d suggest a tracked service: until the parcel reaches us, it’s still your parcel.
Your refund
Once we receive the item, we refund to your original payment method. Refunds typically appear within 5–10 business days after that, depending on your bank.
Cancelling before it ships
You can cancel free of charge any time before dispatch. Email hello@paslunapets.com and we’ll refund the order in full. Once it’s dispatched, the return process above applies instead.
We may also cancel and fully refund an order we can’t fulfil. If that happens, we’ll tell you why.
If it arrives damaged
Email hello@paslunapets.com with a photo and we’ll sort it out. You won’t be asked to pay to return a damaged item.
Bought on Amazon?
Orders placed on Amazon are returned through Amazon under their returns policy, not this one.
We may update this policy from time to time; the date above shows when it last changed, and continuing to use the site means you accept the current version. The policy that applies to your order is the one in force when you placed it. See also our Shipping and Terms pages.