Refund policy

Right of Withdrawal & Return Conditions

At Sweetypaws.com, customer satisfaction is important to us. If you are not satisfied with your order, please contact our support team — we are happy to assist you.

Right of Withdrawal (EU Law)

In accordance with Directive 2011/83/EU, customers have the right to withdraw from the contract within fourteen (14) days of receiving the goods, without giving any reason.

To exercise the right of withdrawal, you must inform us of your decision by email before the withdrawal period expires.

Effects of Withdrawal

If you withdraw from this contract within fourteen (14) days and return the goods unused and in their original condition, we will reimburse all payments received from you, excluding return shipping costs, within fourteen (14) days after we receive the returned goods or proof that they have been returned.

We reserve the right to withhold reimbursement until the goods have been received, in accordance with Article 13(3) of Directive 2011/83/EU.

You are responsible for the direct costs of returning the goods.

In accordance with Article 14(2) of Directive 2011/83/EU, you are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Assembled or Installed Products

Many Sweetypaws products are delivered as DIY or assembly kits.

Customers may inspect and handle the goods as they would in a physical store to determine their nature and functioning.

However, if a product has been assembled, installed, mounted, drilled, or otherwise modified beyond what is necessary for inspection, a deduction for diminished value may be applied to the refund amount.

A complete exclusion of the right of withdrawal only applies where permitted under Article 16 of Directive 2011/83/EU, such as for:

Custom-made or personalized products
Sealed goods not suitable for return for health or hygiene reasons once unsealed

Refusal of Delivery

If a customer refuses delivery and the package is returned to us, the customer is responsible for the return shipping costs. These costs will be deducted from the refund amount.

Uncollected or Undeliverable Packages

If a package is:

not collected from a pickup point in time, or
cannot be delivered due to an incorrect address provided by the customer,

and is returned to us, the customer remains responsible for the return shipping costs.

Return shipping fee: €7.50 per product
This amount will be deducted from the refund.

In accordance with Section 355 Paragraph 6 of the German Civil Code (BGB), we may refuse a refund until the goods have been received by us or the customer provides proof that the return has been initiated.

Return Procedure

To initiate a return:

Email contact@sweetypaws.com within fourteen (14) days of receipt.
Wait for confirmation and return instructions from our support team.
Securely package the goods, preferably in their original packaging.
Send the goods to the return address provided.
Share the tracking number with us.

Refunds will be processed to the original payment method after inspection.

Return Address

5F, Building 4, Phase 2
Niannianhongjiaju, Choujiang Street
Yiwu City, 322100
Jinhua, Zhejiang
People’s Republic of China

Damaged or Defective Products

Damaged on Arrival

If your product arrives damaged, contact us within thirty (30) days of delivery and provide clear photos. We will provide a replacement free of charge.

If replacement is not possible, a full refund will be issued.

Defects After Use

If a product develops a defect after normal use, please contact us. If the defect is covered under warranty:

We will cover return shipping costs.
A repair, replacement, or refund will be provided as appropriate.

The following are not covered:

Normal wear and tear
Damage caused by improper installation or misuse

Order Cancellation

Orders are processed automatically and forwarded for fulfillment shortly after being placed.

Cancellation is only possible if the order has not yet been processed for shipment. Once processed, the order falls under the statutory right of withdrawal.