Refund Policy

We want Pawnook gear to earn its spot by the door. If something isn't right, here's how we make it right.

30-day returns

You have 30 days from delivery to ask for a return. To be eligible, the item must be unused and in its original packaging.

To start a return, email contact@velmax.llc with your order number and what you'd like to return. We'll reply within 2 business days with return instructions and the return address. Items sent back without contacting us first can't be accepted.

Return shipping for change-of-mind returns is paid by the customer. Once we receive and check the item, we refund the item price to your original payment method.

For hygiene reasons, a grooming brush that has been used can't be returned for change of mind. It is still fully covered if it's faulty (see below).

Damaged, faulty or wrong item

If your order arrives damaged, stops working through normal use within 30 days, or isn't what you ordered, email us within 30 days of delivery with your order number and a photo. We'll send a replacement or a full refund, whichever you prefer. You won't need to send the faulty item back.

Wrong paw-cup size

If the cup you chose doesn't fit your dog, email us within 30 days. We'll help you pick the right size and arrange an exchange. If the size we sent doesn't match what you ordered, the exchange is free.

Lost or very late parcels

If your order hasn't arrived 30 days after it was dispatched, contact us and we'll reship it or refund it in full.

Refund timing

Approved refunds go back to your original payment method within 5 business days. Your bank or card issuer may take a few more days to show it.

Cancellations

You can cancel any order that hasn't been dispatched yet for a full refund. Email us as soon as possible.

Questions

Email contact@velmax.llc. A real person reads every message.