1. How can I request a return or exchange?

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You can request a return or exchange by following these steps:

• Step 1: Contact our customer service team at support@pawcharge.it, and provide your order number, the item(s) you wish to return or exchange, and the reason.

• Step 2: We will process your request within 1–2 business days and provide the return address or exchange instructions.
• Step 3: Follow our instructions to return the item. Please make sure to keep the shipping receipt and tracking information for reference.

2. What are the conditions for return or exchange?

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• The item must be unused, in original condition, and undamaged.
• The item must be returned with original packaging, including tags, accessories, and bags.
• Return or exchange requests must be submitted within 14 days of receiving the item. Requests beyond this period cannot be accepted.

3. Who covers the shipping costs for returns and exchanges?

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• If the item has a quality issue or was shipped incorrectly, we will cover the return shipping cost.
• For non-quality-related reasons (eg, personal preference, wrong size or item), customers are responsible for the return shipping fees.

4. How do I receive a refund, and how long does it take?

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Refunds will be processed via the original payment method. After we receive and inspect the returned item, the refund will be issued within 5–10 business days. Refunds cover the paid amount for the item only and do not include return shipping costs.

5. In what situations are returns or exchanges not accepted?

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We do not accept returns or exchanges in the following cases:

• The item has been used or is not in resaleable condition (eg, pet products that have been cleaned or worn).
• The request is made after the 14-day return window.
• Customized or personalized items.
• Items purchased on sale or at a discounted price.

6. How long does shipping take?

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• Most orders are processed and shipped within 1–2 business days.
• Collaboration or limited-edition items may require 6–10 business days of additional processing time.
• Delivery times depend on the courier's efficiency and your location. We cannot control potential delays during transit.
  

7. What should I do if I receive a defective item?

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Please contact us immediately if you receive a defective or incorrect item. We will arrange a free replacement and cover return/exchange shipping costs.

8. Does the refund include shipping costs?

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The refund only includes the price paid for the product. Shipping costs are not refundable unless the item is defective or incorrect.

9. How long does it take to process a return/exchange request?

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Once we receive your request, we will respond within 1–2 business days and provide return instructions or an exchange solution.

10.Can I purchase products if I am not in Italy or the EU region?

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Absolutely, we can ship worldwide. However, shipping fees are slightly higher, and we will calculate the shipping fees based on the specific product and your address.

11. How can I contact customer support?

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If you have any questions about returns, exchanges, or anything else, please contact us:

• Email: support@pawcharge.it
• Business Hours: Monday to Friday, 9:00 AM – 6:00 PM