Refund policy

Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it, with its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at info@pawomics.com. If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

For standard returns, including change-of-mind returns, customers are responsible for return shipping costs. Original shipping charges are non-refundable.

We do not charge any restocking fees.

You can always contact us with any return questions at info@pawomics.com.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery and contact us as soon as possible if your item is defective, damaged, or if you receive the wrong item.

If the issue is confirmed, Pawomics will cover the return shipping cost and provide return instructions or a prepaid return label, as applicable. We will arrange a replacement or refund based on the circumstances.

Test Kits

Unused and unregistered test kits may be returned within 14 days of delivery, provided they remain unused and in their original condition.

Once a test kit has been activated, a sample has been collected, or a sample has been sent to the laboratory, the kit is no longer eligible for return or refund.

Please note that any prepaid return materials included with a test kit are intended for sending samples to the laboratory and are not prepaid product-return labels.

Exceptions / Non-Returnable Items

For health and safety reasons, we cannot accept returns of products that have been opened, used, or consumed, including opened treats, supplements, or similar consumable products.

We also do not accept returns of custom or personalized products, hazardous materials, flammable liquids, gases, gift cards, or final-sale items.

Please contact us if you have questions about whether a specific item is eligible for return.

Exchanges

We do not offer direct exchanges. The fastest way to receive a different product is to return the eligible item you have and, once the return is accepted, place a separate order for the new item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

As above, your item must be unused, unopened, and in the same condition that you received it, with its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved.

If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember that it may take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@pawomics.com