Return & Refund Policy

Last updated: October 17, 2026

At PAVENTO, we want you to feel confident and comfortable with every purchase. We carefully select our products with quality, functionality, and everyday comfort in mind.

If something isn't right with your order, we're here to help.

1. Returns

We accept eligible returns requested within 14 days of delivery, subject to the terms below and any additional rights provided by applicable consumer protection laws.

For orders containing multiple items delivered separately, the return period begins when the last item is delivered.

To qualify for a standard return, products should generally be:

• In their original condition, with no signs of use beyond what is reasonably necessary to inspect them.

• Returned with their original accessories, labels, and packaging where reasonably possible.

• Accompanied by proof of purchase or an order number.

Customers may inspect products to establish their nature, characteristics, and functioning. Any reduction in refund value for excessive handling will be assessed in accordance with applicable law.

These conditions do not limit statutory rights relating to defective, damaged, or incorrectly supplied products.

2. How to Request a Return

To request a return, please contact us at:

mkulic2906@gmail.com

Include your order number, the product you wish to return, and a brief explanation of your request. You do not need to provide a reason when exercising a statutory right of withdrawal.

Our team will provide the applicable return instructions and confirm the correct return destination.

Please contact us before sending a parcel so we can provide the correct return address.

Because products may be fulfilled from different locations, return addresses can vary.

You may also exercise any applicable statutory right of withdrawal by sending us a clear statement of your decision by email.

3. Return Shipping Costs

For standard returns due to a change of mind, customers are responsible for the direct cost of return shipping, where permitted by applicable law and provided this information was disclosed before purchase.

We recommend using a tracked shipping service when returning products.

If an item is defective, damaged, incorrect, or otherwise does not conform to the sales contract, we will arrange an appropriate remedy in accordance with applicable consumer protection laws, without imposing return shipping costs on the customer where prohibited.

Please do not return products to an address found on the original shipping package unless we have confirmed that it accepts returns.

4. Refunds

Once your return has been received and assessed, we will notify you about the status of your refund.

For approved standard returns, refunds will generally be issued to the original payment method.

Where statutory withdrawal rights apply, we will reimburse the payments required by applicable law, including eligible standard outbound delivery charges.

Any additional charges paid for an upgraded delivery service may not be refundable beyond the cost of standard delivery, where permitted by law.

For consumers exercising their statutory right of withdrawal in the European Union, reimbursement will be made without undue delay and no later than 14 days after we are informed of the withdrawal. We may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, as permitted by law.

Your bank or payment provider may require additional time to make the refunded amount available.

We do not charge a restocking fee for eligible standard returns.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us at mkulic2906@gmail.com.

Where possible, include:

• Your order number.

• A description of the issue.

• Photographs showing the problem.

We will review the issue and provide an appropriate remedy, which may include repair, replacement, a price reduction, or a refund, as required by applicable law.

We will not require customers to pay return shipping costs where the law requires a no-cost remedy.

Nothing in this policy limits your statutory rights concerning faulty or non-conforming products.

6. Order Cancellations

You may request to cancel an order before it has been fulfilled or shipped.

To request a cancellation, email mkulic2906@gmail.com as soon as possible and include your order number.

If your order has already shipped, we may not be able to stop delivery. However, your applicable return and statutory withdrawal rights will continue to apply.

Submitting a cancellation request does not automatically guarantee that shipment can be stopped.

7. Exchanges

If you would like a different size, color, or product, please contact us.

Exchange availability depends on the product, inventory, and fulfillment arrangements.

If a direct exchange is not available, we may suggest returning the eligible item and placing a new order.

Any statutory rights relating to non-conforming products remain unaffected.

8. Exceptions

Some products may be subject to legally permitted return exceptions, including certain personalized items, perishable goods, and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.

Any applicable exceptions will be clearly communicated where required before purchase.

These exceptions do not remove statutory rights relating to faulty, damaged, or incorrectly supplied goods.

9. European Union — Right of Withdrawal

If you are a consumer in the European Union, you generally have the right to withdraw from an eligible online purchase within 14 days after receiving the goods, without giving a reason.

For orders delivered in multiple shipments, the withdrawal period generally begins upon receipt of the last item.

To exercise this right, you may email mkulic2906@gmail.com with a clear statement that you wish to withdraw from the purchase.

You may use the following wording:

"I hereby give notice that I withdraw from my purchase of [product name], ordered on [date] and received on [date]. My order number is [order number]."

You may also use any electronic withdrawal function provided by our online store.

After notifying us of your withdrawal, you must return the goods within 14 days, unless we have agreed otherwise or applicable law provides otherwise.

We will process reimbursements in accordance with applicable EU consumer law.

Customers generally bear the direct return shipping costs for a change-of-mind withdrawal when properly informed before purchasing. This does not apply where the seller must bear those costs under applicable law.

Any legally required extension of the withdrawal period, statutory guarantee, or other mandatory consumer right remains unaffected.

10. United States and Other International Orders

For eligible orders delivered to the United States or other supported destinations, our standard 14-day return policy applies, subject to applicable local consumer protection laws.

Return shipping costs and available return arrangements may vary depending on the destination and reason for return.

We will comply with any additional mandatory consumer rights that apply to your order.

11. Lost or Undelivered Orders

If your order has not arrived within the communicated delivery timeframe, please contact us at mkulic2906@gmail.com.

We will review the order and available tracking information and work toward an appropriate resolution.

Your statutory rights in cases of non-delivery remain unaffected.

12. Contact Us

For returns, refunds, cancellations, exchanges, or questions about your order, please contact:

PAVENTO Customer Support

Email: mkulic2906@gmail.com

Website: https://paventopets.com

We aim to handle every request fairly, transparently, and professionally.

This policy is subject to applicable consumer protection laws. Where mandatory legal rights provide greater protection than the terms above, those legal rights prevail.