Refund policy

Returns & refunds

FilaPaws is operated by FILAPAWS OÜ. For help with an order, email info@filapaws.com and include your order number.

Change-of-mind returns

We do not offer voluntary returns or exchanges because you changed your mind, ordered the wrong size or color, or no longer need an item. Please check product measurements and your selected options before ordering. This restriction applies only where permitted by law and does not override statutory withdrawal or refund rights.

Damaged, faulty, incorrect or missing items

If your item arrives damaged, is faulty, is not as described, or your order is missing an item, contact us promptly. Please include photos of the item, packaging and shipping label where available. We will review the issue and arrange the appropriate remedy, such as a replacement or refund, in accordance with your legal rights. Your rights are not conditional on our supplier approving a claim.

Do not send items back without instructions

Contact us before returning anything. We will tell you whether a physical return is needed and provide the appropriate instructions. Do not send parcels to Zendrop, a supplier, or our company correspondence address without agreed return instructions.

Refunds and delivery problems

Approved refunds are issued to your original payment method. Your payment provider may take additional time to post the credit. If we cannot ship within the agreed time, we will notify you and offer the applicable options to accept a delay or cancel for a refund. Contact us if tracking shows a problem or your parcel has not arrived.

Cancellations

Contact us as soon as possible to request cancellation. We will try to stop an order before fulfillment begins; orders already being processed or shipped may not be able to be stopped. Mandatory cancellation rights remain unaffected.

Statutory consumer rights

Nothing in this policy excludes rights that apply under consumer law. Where EU/EEA distance-selling withdrawal rights apply, you generally have 14 days after receiving goods to notify us that you wish to withdraw, subject to legal exceptions. Contact info@filapaws.com to exercise an applicable right. We will provide the required return instructions and process refunds within the applicable legal deadlines.