Refund policy

Here is the text version of the Return and Refund Policy for Paw Rule. You can copy and paste this directly into a new page on your Shopify, WooCommerce, or custom website.

Return & Refund Policy

Last Updated: April 15, 2026

Thank you for shopping at Paw Rule. We want to ensure you have a positive experience. Because we operate as a dropshipping service through Galiana Creative, our processes are designed to comply with Dutch Consumer Law (ACM) and EU Distance Selling Regulations.

1. Right of Withdrawal (14-Day "Cooling-Off" Period)

Under European Union law, customers residing in the EU have the right to withdraw from their purchase within 14 days of receiving the goods, without giving any reason.

  • The Period: The withdrawal period expires 14 days after the day you (or a third party designated by you) take physical possession of the product.

  • Notification: To exercise this right, you must inform us of your decision via email at support@pawrule.com with a clear statement of your decision to cancel.

2. Conditions for Returns

To be eligible for a return under the right of withdrawal, the following conditions must be met:

  • The product must be in its original packaging.

  • The product must not be used, worn, or damaged.

  • All tags and labels must remain attached.

Exemptions: The right of withdrawal does not apply to:

  • Custom-made or personalized items.

  • Sealed goods that are not suitable for return due to health protection or hygiene reasons (e.g., used pet grooming tools, pet underwear) if unsealed after delivery.

3. The Return Process

As a dropshipping store, our products are often shipped from international suppliers. However, for EU compliance, we provide a localized return process:

  1. Contact Us: Contact us at support@pawrule.com to receive the correct return address. Do not ship the item back to the address on the package (the supplier's warehouse) without prior authorization.

  2. Shipping Costs: You will be responsible for paying the direct costs of returning the goods. We strongly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

  3. Inspection: Once we receive and inspect the returned item, we will notify you of the status.

4. Refunds

If your return is approved, we will initiate a refund to your original method of payment.

  • Timeline: We will process the refund within 14 days of receiving the returned goods or evidence that you have sent them back.

  • Amount: We will refund the full purchase price plus the standard shipping costs paid at the time of order. If you chose a more expensive delivery method (e.g., Express) than our standard shipping, the difference is non-refundable.

5. Damaged or Defective Goods

If you receive a product that is damaged or defective (Legal Guarantee), please contact us immediately with photos of the issue and your order number.

  • In these cases, we will offer a replacement or a full refund.

  • We will cover the return shipping costs or provide a prepaid label for items that are proven to be defective or incorrect.

6. Contact Information

For any questions regarding returns and refunds, please contact us:

Galiana Creative (Paw Rule) 

Email: support@pawrule.com

KVK Number: 83966056

Address: Karspelhof 15, 1705EA, Heerhugowaard, Netherlands