Return and Refund Policy
30-Day Returns
You may request a return within 30 days of receiving your order. Please contact support@epawden.com with your order number before sending an item back. We will provide the return instructions and the correct return address.
Returns not caused by a product problem
For change-of-mind returns or other returns unrelated to a product defect, the product and its original packaging must be complete, undamaged and suitable for resale. Include all accessories, manuals, inserts and any promotional items supplied with the returned product. The product must be clean and free of damage or signs of use that prevent resale.
The customer is responsible for return shipping costs. Original shipping charges paid at checkout are not refundable for these returns, except where required by applicable law. We recommend using a tracked shipping service and keeping proof of shipment.
For these returns, a 5% return processing fee will be deducted from your refund to help cover payment and platform processing costs. The fee is calculated on the amount actually paid for the returned item(s) after discounts, excluding taxes and shipping charges. It applies only where disclosed in the return policy in effect when you placed your order and permitted by law.
Defective, damaged or unusable products
If your product arrives damaged or cannot be used because of a product fault, please contact us with your order number and a description of the problem. Photos or a short video can help us confirm the issue and arrange the appropriate solution.
Once the product issue is confirmed, ePawDen covers all costs needed to resolve it, including return shipping and replacement shipping where applicable. If a refund is the appropriate solution, we refund the amount paid for the affected product and its associated original shipping charges. You will not be charged return shipping or handling fees for a confirmed product fault.
The resaleable-condition and intact-original-packaging requirements for change-of-mind returns do not apply to confirmed defective-product claims. Please keep the product and any available packaging safely until we provide instructions.
Refunds
We will notify you after the returned item has been received and inspected. Approved refunds are processed to the original payment method within 7 business days. Your bank or payment provider may take additional time to post the refund. Refunds reflect the amount actually paid after discounts.
Personalized items and warranty
Custom or personalized items are not eligible for change-of-mind returns, except where required by law. This does not exclude claims for a product fault. Our warranty policy provides information about support after the standard return window.
Your statutory rights
The 5% return processing fee does not apply to valid statutory withdrawals under EU or UK consumer law.
This voluntary 30-day return policy does not limit any mandatory consumer rights. Where applicable, consumers in the EU and UK may cancel an online purchase within 14 days of delivery. Contact us to exercise your right of withdrawal. You bear the direct cost of return shipping for a change-of-mind withdrawal, unless applicable law requires otherwise. For a statutory withdrawal, standard outbound delivery charges are refunded where required; any additional premium delivery charge is not. Refund timing and any lawful deduction for handling beyond what is necessary to establish the nature, characteristics and functioning of the goods follow applicable law. Original packaging and resaleability conditions do not override statutory withdrawal or defective-goods rights.
Questions? Contact ePawDen or email support@epawden.com.