Refund Policy
Refund & Return Policy
We stand behind the PawSerene Calming Nest™ with a 30-day money-back guarantee — the same 30-night risk-free trial we promise on every product page. If your dog doesn't settle in, or you're not happy for any reason, contact us within 30 days of delivery and we'll make it right.
How to start a return
- Email support@pawsereneco.com within 30 days of delivery with your order number and the reason for your return.
- We'll reply within 1–2 business days with simple return instructions and the return address. Please wait for our instructions before sending anything back.
- Once we receive and inspect your return, we'll issue your refund.
Who pays return shipping
- Damaged, defective, or wrong item: we cover everything. Email a photo within 14 days of delivery and we'll send a free replacement or a full refund — your choice.
- Change of mind or wrong size ordered: the return shipping cost is the customer's responsibility. We're also happy to arrange an exchange for a different size.
Refund timeline
After we receive and inspect your return, we'll approve and process your refund to your original payment method within 5–10 business days. Your bank or card issuer may take a few extra days to post it to your account.
Return condition
Because this is a pet product, returned items should be clean and in resaleable condition — reasonable, normal use and a little pet hair are fine. Please keep the original packaging where possible.
Cancellations
If your order hasn't shipped yet, email support@pawsereneco.com and we'll cancel it for a full refund. Once an order has shipped, it follows the return process above.
Contact
Questions about a return or refund? Email support@pawsereneco.com and our support team will respond within 1–2 business days.