Refund and Returns Policy

Pawzena is operated by Arif Sarwar Ltd ("we", "us"). This policy applies to orders from the UK and US.

1. Changing your mind

If you are in the UK or US, you can cancel your order and return items for a refund within 14 days of receiving them, without giving a reason.

To cancel, email info@pawzena.store with your order number and the items you want to return. Then send the items back within 14 days of telling us you're cancelling.

Items must be unused, in their original condition and packaging. We may reduce your refund if an item has been used beyond what is needed to check it. Return shipping costs are paid by the customer unless the item is faulty or incorrect. Please use a tracked service, as we can't be responsible for items lost on their way back to us.

Return address: [Return address, which can differ from the registered office]

Exceptions: Hygiene-sealed items (for example pet wipes or grooming products) can't be returned once opened. Personalised or engraved items (for example engraved collars) are made to order and can't be cancelled or returned unless faulty.

For customers in the US, we accept returns within [14 / 30] days of delivery under the same conditions.

2. Faulty, damaged or incorrect items

If your item arrives damaged, faulty or not as described, contact us within 7 days of delivery with:

• Your order number
• Clear photos or a short video of the item and the packaging
• A short description of the problem

We will offer a replacement or a full refund, including original delivery costs and the cost of returning the item if we ask for it back. This does not affect your statutory rights, including your rights under the Consumer Rights Act 2015.

3. How refunds are paid

Approved refunds go back to your original payment method within 14 days of us receiving the returned item (or of us approving your claim, if no return is needed). Your bank may take a few more days to show it.

4. Cancelling before dispatch

You can cancel an order at any time before it ships by emailing us your order number. We'll refund you in full.

5. Lost or delayed parcels

If your order hasn't arrived within the delivery window on our Shipping Policy, contact us and we'll investigate with the carrier. If the parcel is confirmed lost, we will resend it or refund you.

6. Contact

Arif Sarwar Ltd, Unit A1396, SIU Office 4-6, Greatorex Street, London, United Kingdom, E1 5NF
Email: info@pawzena.store

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