At www.pouchpaw.com (hereinafter referred to as the “Company,” “we,” “us,” or “our”), we strive to ensure a clear, fair, and transparent experience for all customers residing in the European Union.
This Refund and Cancellation Policy outlines your statutory rights regarding contract cancellation, product returns, resolutions for damaged items, and inquiries into shipping delays, in full compliance with the German Civil Code (Bürgerliches Gesetzbuch – BGB) and EU consumer protection regulations.
Statutory Right of Withdrawal (14-Day Cancellation Period) 1.1. Right of Withdrawal: Under EU consumer law, consumers residing in an EU member state have the right to withdraw from their purchase contract within 14 business days without providing any reason.
1.2. Withdrawal Period: The statutory 14-day cancellation period begins on the day you—or a third party designated by you (other than the carrier)—physically receive the ordered goods.
1.3. Notification: To exercise your right of withdrawal, you must inform us of your decision by sending a clear written statement via email to portable@pouchpaw.com before the 14-day period expires.
Standard Return Process and Return Address 2.1. Return Instructions: Upon receiving your return request, our customer service team will provide formal return instructions. Returned items must be sent back within 14 days of the date you notified us of your decision to return them, without undue delay.
2.2. Condition of Returned Items: Items must be returned in their original packaging and in an unused condition to allow for inspection.
2.3. Designated European Return Address:
Return Address:
Damaged, Defective, or Incorrect Items 3.1. Reporting Damage: If an item arrives damaged or defective, or if you receive the wrong item, please notify our support team via email at portable@pouchpaw.com within a reasonable timeframe.
3.2. Simplified Photographic Evidence: To facilitate a quick resolution, customers need only provide clear photographic or video evidence of the product defect or damage via email, along with the order reference number.
3.3. Remedies Without Return: Once our team has verified the photographic or video evidence, we will—at your preference—either issue a full refund or send a replacement item. You are not required to return the damaged physical item to us.
Delivery Times, Carrier Delays, and Investigations 4.1. Standard Delivery Time: We partner with logistics carriers, including DHL, FedEx, and UPS Priority, to ship orders across Europe. The estimated standard delivery time is 7 to 10 business days from the date of shipment.
4.2. Automated Tracking Updates: You will receive automated tracking emails at key transit milestones—such as initial dispatch, arrival at a transit hub, and when the package is out for local delivery—sent to the email address provided at checkout.
4.3. Delayed Shipments: If your package has not arrived within the standard 7 to 10 business day timeframe, please contact our customer service team at portable@pouchpaw.com. We will immediately initiate a formal investigation with the carrier. Based on the findings, we will either issue a full refund or arrange for a free replacement to be sent.
Refund Processing and Accepted Payment Methods 5.1. Original Payment Method: All approved refunds will be credited back to the original payment method used when the order was placed.
5.2. Supported Payment Channels: Refunds can be processed via any of the payment methods supported at www.pouchpaw.com, including:
Credit and debit cards: Visa, Mastercard, and American Express
Express mobile and digital payment solutions: Apple Pay and Google Pay
Other recognized digital wallets
5.3. Processing Time: Once a refund request is approved (or photographic evidence of a damaged item/the results of a carrier investigation have been verified), our system will immediately initiate the transaction. Please allow 3 to 7 business days for the funds to appear in your account, as it may take some time for your bank to complete the processing. 6. Customer Support Contact Information If you have any questions regarding order cancellations, returns, refunds, or shipment tracking, please contact our customer support team:
