Refund policy

RETURN & REFUND POLICY

Our policy lasts 14 days from the date you receive your order. If 14 days have passed since delivery, unfortunately we can't offer you a refund or exchange.

To be eligible for a return, your item must be in its original condition — unused, in its original packaging, and with all tags attached.

HOW RETURNS WORK AT HONEST PAW

Because we work with small partner makers who ship directly to you, returns are coordinated case-by-case rather than sent to a generic warehouse.

To start a return:
1. Email us at honestpaw@proton.me within 14 days of receiving your order, with your order number and reason for return.
2. We'll respond within 24 hours with the next steps — either return shipping instructions to our partner maker, or a direct refund.
3. Once your return is received and approved (or refund approved directly), we'll process the refund to your original payment method within 5-10 business days.

DAMAGED OR DEFECTIVE ITEMS

Please inspect your order upon arrival and contact us immediately at honestpaw@proton.me if something is damaged, defective, or wrong. We'll replace or refund — no return needed. Just send a photo of the issue along with your order number, within 7 days of delivery.

NON-RETURNABLE ITEMS

Some items cannot be returned for safety, hygiene, or perishability reasons:
- Pet treats, chews, and edible products (food safety)
- Items that have been used or shown signs of wear
- Sale items or items marked as final sale
- Gift cards

EUROPEAN UNION — 14-DAY COOLING-OFF PERIOD

If your order is being shipped to a country in the European Union, you have the right to cancel or return your order within 14 days for any reason — no justification required. The item must still meet our return condition requirements (unused, original packaging, tags attached).

EXCHANGES

The fastest way to get the item you want is to return the original (per the process above) and place a separate order for the new item.

REFUNDS

We'll let you know once your refund has been approved. Refunds are issued to your original payment method within 5-10 business days. Bank processing times vary — it may take an additional 3-5 business days for the refund to appear in your account.

If more than 15 business days have passed since we approved your refund and you haven't received it, please contact us at honestpaw@proton.me.

CONTACT

Fideus Media GmbH - Honest Paw Collective
Chamerstrasse 172, 6300 Zug, Switzerland
honestpaw@proton.me