Returns & Refunds Policy

Last updated: October 19, 2026

Paw & Pine is committed to addressing order problems fairly and transparently.

Change-of-mind returns

You may request a change-of-mind return within 14 calendar days after delivery.

To qualify under this voluntary return policy, the item must be unused, complete, and in its original condition and packaging.

This voluntary return period does not restrict legal rights relating to defective, incorrectly described, or nonconforming products.

How to request a return

Email info@promesgroup.com with your order number, product details, and reason for the request.

Do not ship an item before receiving written return instructions. We will confirm whether a physical return is required and provide an authorized return destination.

Our business contact address is not a return destination. We do not operate a California return center.

Return shipping costs

For an approved change-of-mind return, the customer is generally responsible for return shipping unless otherwise agreed or required by applicable law. We will explain the return arrangements before you send anything.

For confirmed defective or incorrectly supplied items, we will arrange an appropriate remedy, including return shipping at no additional cost when a return is necessary.

Damaged, defective, or incorrect products

Contact us promptly with your order number, a description of the issue, and clear photos where reasonably available.

We will review the issue and provide an appropriate refund, replacement, or other remedy in accordance with applicable consumer rights.

Refunds

Once a return has been received and reviewed, or a refund without return has been approved, the applicable amount will be refunded to the original payment method.

Payment providers may require additional time to make funds available. We do not charge restocking fees for approved returns.

Original shipping charges for voluntary change-of-mind returns may be nonrefundable where permitted by law.

Order cancellations

Contact us as soon as possible to request cancellation. We will try to stop fulfillment, but cancellation may not be possible once processing or shipping has begun.

If an item cannot be fulfilled, we will cancel it and refund any payment collected for that item.

Consumer rights

Nothing in this policy limits or removes non-waivable rights under applicable consumer protection laws.

Support: info@promesgroup.com