Refund policy


In accordance with European Directive 2011/83/EU on consumer rights, customers residing in the European Union have the right to withdraw from their purchase within 14 days of receiving their order, without providing any reason. To exercise this right, please contact us at contact@pawtrackgps.com. Return shipping costs are the responsibility of the customer. Refunds will be processed within 14 days of receiving the returned item.


Return & Refund Policy

Last updated: June 8, 2026

At PawTrack, your satisfaction — and your pet's safety — is our priority. We stand behind every product we sell. If something isn't right, we'll make it right.

1. Our 30-Day Guarantee

We offer a 30-day return window from the date you receive your order.

To be eligible for a return, your item must be:

  • In its original condition
  • Unused or minimally used (for testing purposes)
  • In its original packaging

2. What Can Be Returned

Situation Eligible for Return?
Item arrived damaged or defective ✅ Yes — full refund or replacement
Item not as described ✅ Yes — full refund or replacement
Wrong item received ✅ Yes — full refund or replacement
Changed your mind ✅ Yes — store credit or refund (item must be unused)
Item lost in transit ✅ Yes — we'll investigate and resolve it

3. Non-Returnable Items

The following cannot be returned:

  • Items returned after 30 days
  • Items that have been heavily used or damaged by the customer
  • Items without original packaging

4. How to Start a Return

It's simple — just contact us:

📧 contact@pawtrackgps.com

Please include in your email:

  • Your order number
  • A brief description of the issue
  • A photo if the item is damaged or defective

We'll get back to you within 48 hours with next steps.

5. Refunds

Once your return is received and approved:

  • Refunds are processed within 5–7 business days
  • The refund will be credited back to your original payment method
  • You'll receive a confirmation email when your refund is issued

Please note that your bank or card provider may take an additional 3–5 business days to reflect the refund in your account.

6. Return Shipping

  • If the return is due to our error (damaged, defective, wrong item) — we cover the return shipping cost
  • If you changed your mind — return shipping is at your expense

We recommend using a trackable shipping method to ensure your return reaches us safely.

7. Exchanges

We're happy to exchange a defective or damaged item for the same product. If you'd like a different item, we recommend returning your original purchase for a refund and placing a new order.

8. Lost or Stolen Packages

If your tracking shows your package was delivered but you haven't received it:

  1. Check with your neighbors and around your property
  2. Contact your local post office
  3. Reach out to us at contact@pawtrackgps.com

We'll do everything we can to help you locate your order.

9. Questions?

We're here for you — and for your pets. 🐾

PawTrack 7 rue Saint-Simon, 63000 Clermont-Ferrand, France 📧 contact@pawtrackgps.com

Every cat deserves to come home. And every customer deserves to be treated right.