Return Policy

1. Standard tags — 14-day withdrawal

For tags without engraving, you may return your purchase within 14 days of receiving it for any reason. Tags must be unused and in original condition. Once we receive the return we will refund the purchase price (including the original shipping fee, up to standard shipping) within 14 days using the same payment method you used to pay.

2. Engraved tags — excluded from withdrawal

Engraved tags are personalised to your pet's name and are produced on demand. Under § 312g (2) no. 1 of the German Civil Code (BGB), implementing Art. 16 lit. c of EU Directive 2011/83/EU, personalised goods are excluded from the 14-day right of withdrawal. If your engraved tag arrives defective or with the wrong name printed because of our error, contact us and we will replace it free of charge.

3. How to withdraw

To withdraw from the contract, send us a clear statement (for example, an email) about your decision to withdraw, quoting your order number, before the 14-day period expires. You can use the model withdrawal form below but you are not required to.

• Email: support@pawback.pet
• Post: Milad Ghadi, Düsseldorf, Germany (we will send the exact return address once you contact us)

Return shipping is at your expense. Please include your order number with the return.

4. When you get your refund

We refund within 14 days of receiving your withdrawal notice, using the same payment method. We may withhold the refund until we have received the tag back or you have supplied evidence of having sent it back, whichever is earlier.

5. Defective or damaged tags

If your tag arrives defective or is damaged in transit, please email us within 7 days of receipt and we will send a free replacement. Your statutory warranty rights are not affected by this return policy.

6. Model withdrawal form

You are not required to use this form, but you may.

To: PawBack — Milad Ghadi
    Düsseldorf, Germany
    Email: support@pawback.pet

I/we (*) hereby give notice that I/we (*) withdraw
from my/our (*) contract of sale of the following
goods (*) / for the supply of the following service (*):

Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.