We want you to be completely satisfied with your Pawlics purchase. If something is not right, we are here to help.

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1. Your Right to Return

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EU & Portugal (including Spain and France): Under Decree-Law No. 24/2014, you have 14 calendar days from the date you receive your order to withdraw from the purchase without giving any reason. After notifying us, you have a further 14 days to return the item.

United Kingdom: Under the Consumer Contracts Regulations 2013, you have 14 calendar days from delivery to cancel your order. After cancellation, you have 14 days to return the item.

United States & Australia: We offer a 30-day return window from the date of delivery as a goodwill policy, in addition to any statutory rights you may have under applicable consumer law.

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2. Conditions for Returns

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To be eligible for a return, items must meet the following conditions:

• The item is in its original, unused condition

• The item is in its original packaging (or equivalent protective packaging)

• You have proof of purchase (order number or confirmation email)

• The return request is submitted within the applicable return window

We cannot accept returns for items that have been used, damaged by misuse, or are missing parts not due to our error.

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3. How to Start a Return

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To initiate a return, please email support@pawlics.co with the following:

• Your order number

• The item(s) you wish to return

• The reason for the return

• A photo of the item if it arrived damaged or defective

Our team will respond within 2 business days with return instructions. Please do not send items back without contacting us first.

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4. Return Shipping Costs

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If the return is due to a defect, damage or our error: Pawlics will cover the return shipping cost.

If the return is due to a change of mind or other non-defect reason: the customer is responsible for return shipping costs. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit.

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5. Refunds

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Once we receive and inspect your returned item, we will notify you by email. If your return is approved:

• Refunds will be issued to your original payment method

• Processing time: 3 to 10 business days depending on your bank or payment provider

• Original shipping costs are non-refundable unless the return is due to our error

EU/UK customers: In accordance with statutory rights, refunds for valid withdrawal-period returns (within 14 days) will be processed within 14 calendar days of receiving the returned item or proof of return.

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6. Damaged or Defective Items

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If your order arrives damaged or defective, please contact us within 7 days of delivery at pawlics.support@gmail.com with:

• Your order number

• A clear photo or video showing the damage or defect

We will offer a replacement, a store credit or a full refund — whichever you prefer. You do not need to return the item in this case.

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7. Wrong Item Received

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If you received an incorrect item, please contact us immediately. We will arrange the correct item to be sent and cover all associated costs. You will not be asked to return the wrong item in most cases.

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8. Non-Returnable Items

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The following items cannot be returned:

• Replacement filters or consumable accessories that have been opened or used

• Digital products

• Items damaged due to misuse, improper cleaning or neglect

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9. Australian Consumer Law Notice

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Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

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10. Contact

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• Email: pawlics.support@gmail.com

• Website: www.pawlics.co/contact