You have the right to cancel this agreement within 14 days without explanation. The cancellation period expires 14 days from the day on which you or a third party designated by you (other than the carrier) received the goods. If the order consisted of several products delivered separately - from the day the last product was received.
To exercise your right of withdrawal, please notify us of your decision with an unequivocal statement - a letter to support@fernpaw.store. Can be used standard refusal form, but this is not necessary. To comply with the deadline, it is enough to send the message before it expires.
We will refund all payments received from you, including standard shipping costs, no later than 14 days from the date of receipt of your application for refusal. Refunds will be made using the same payment method you used; there will be no commissions for this. We have the right to withhold the return until we receive the item back or confirm that it has been dispatched, whichever comes first.
The product must be returned without delay and no later than 14 days from the date of refusal, to the address:
Fernpaw Returns
Lindort 4
58708 Menden
Germany
What matters for the 14-day deadline is the date you send it, not the date we receive it — you only need to hand the parcel to the carrier in time. How long it travels afterwards does not affect your rights.
Transit time does affect when you get your money back: we may withhold the refund until we receive the goods or until you provide proof of dispatch — whichever comes first. Send us the tracking number right after you post it and there is no need to wait for delivery.
Estimated return transit times to our warehouse by country are in the delivery times table, third column. It is a guide, not a promise: you send the return yourself and choose the carrier, and economy postal services are slower than courier ones. That is why the return column has a bigger margin than the delivery one.
Once we receive the parcel we refund you within 14 days using the same payment method — this period is the same for every country and does not depend on the carrier.
Direct return shipping costs are borne by the buyer. This applies to cases of “changed my mind / didn’t fit”; if the return is due to a defective or non-conforming product, read below, in which case we will pay for the delivery. You are only responsible for reducing the value of the product if you did not handle it as necessary to check its properties and operation (regular fitting and inspection is possible).
All products are subject to the guarantee of conformity provided for by EU law: 2 years from the date of receipt of the goods. If the product is defective or does not correspond to the description, you have the right to demand free repair or replacement, and if this is not possible or does not help, a proportionate reduction in price or termination of the contract with a refund. We bear the costs of a warranty case, including return shipping. We - the return is free for you. Write to support@fernpaw.store with a photo and order number: we’ll tell you what to do next, and we’ll either send you a prepaid label or refund the actual cost of shipping to the address above.
For hygienic reasons, sealed products opened after delivery (sprays, refills, wipes, filters) cannot be returned. Also, custom made items cannot be returned. This does not limit your rights under warranty if the product is defective.
On top of your right of withdrawal and the statutory warranty, we make a separate promise for this bundle: if you followed the “A Clean Home” guide exactly and still got no result, we'll refund the bundle.
