This Refund & Return Policy applies to all purchases made via www.cuddlepawly.com, operated by Haustier-Schlaraffenland UG (haftungsbeschränkt). We aim to ensure a transparent shopping experience for customers located within our designated service areas across Europe and the United States.

1. Statutory Right of Withdrawal (14-Day Cooling-Off Period) In accordance with European Union consumer protection laws and applicable international retail standards, customers have the right to cancel and return their order without providing a reason.

• Withdrawal Window: You may request a cancellation or return within 14 days from the date on which you (or a designated recipient) take physical possession of the items.
• Notification: To exercise your right of withdrawal, you must submit a clear written notification to our customer support team at grocery@cuddlepawly.com prior to the expiration of the 14-day period.

2. Regional Return Addresses Approved returns must be dispatched to our designated logistics locations according to your region:

• European Customers:Haustier-Schlaraffenland UG (haftungsbeschränkt)Fingers Kamp 13, 58730 Fröndenberg, Germany
• United States Customers:Haustier-Schlaraffenland UG (haftungsbeschränkt) – US Receiving DepartmentFingers Kamp 13, 58730 Fröndenberg, Germany(Please contact customer care at grocery@cuddlepawly.com prior to sending any package to obtain your return reference number.)

3. Damaged, Defective, or Transit-Affected Goods We maintain structured quality checks prior to dispatch. If an item arrives damaged or exhibits a manufacturing flaw, a simplified process applies:

• Reporting an Issue: Contact grocery@cuddlepawly.com with your order number and clear photographic evidence demonstrating the defect or damage.
• No Physical Return Required: Once the photo evidence is reviewed and confirmed by our support team, physical return of the damaged item is not required.
• Resolution: Upon verification, we will issue a full refund or dispatch an identical replacement product at no additional expense to you.

4. Delivery Delays & Lost Shipments Orders are delivered in partnership with priority international shipping services, including DHL Priority, FedEx Priority, and UPS Priority. Standard delivery timescales range between 5 and 12 working days. Automated tracking updates are transmitted to your registered email address at key transit points (dispatch, transit hubs, and local delivery).

• Trace Investigation: If your order exceeds the standard timeframe of 12 working days, please notify us at grocery@cuddlepawly.com. We will initiate an official trace inquiry with the logistics carrier.
• Refund/Replacement Guarantee: Based on the carrier’s trace investigation findings, if the shipment is declared missing or excessively delayed, we will arrange either a full refund or a replacement shipment.

5. Refund Process & Payment Methods Once a return is received and inspected, or a claim is approved by our team, refunds are credited back to your original payment method within 5 to 10 working days.

Refunds are issued directly to the funding source utilized during checkout, including:

• Credit & Debit Cards: Visa, Mastercard, and American Express.
• Digital Wallets: Apple Pay, Google Pay, and supported digital wallet solutions.

6. Contact Information For all inquiries concerning returns, refunds, or order assistance, please reach out to:

• Brand Name: Cuddlepawly
• Legal Entity: Haustier-Schlaraffenland UG (haftungsbeschränkt)
• Registered Address: Fingers Kamp 13, 58730 Fröndenberg, Germany
• Telephone: +49 2373 77391
• Customer Support Email: grocery@cuddlepawly.com
• Official Website: www.cuddlepawly.com