1. Overview and Statutory Rights

Welcome to www.petcushionhome.com (operated under the brand name petcushionhome). We are committed to ensuring customer satisfaction with our pet cushion products. For our customers residing across Europe, our refund and return practices strictly comply with applicable European consumer protection regulations and statutory rights.

  1. Right of Withdrawal (14-Day European Returns)

In compliance with European consumer rights directives, consumers have the right to withdraw from their purchase contract within 14 days without giving any reason.

  • The withdrawal period expires 14 days after the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
  • To exercise your right of withdrawal, you must inform us of your decision via email at [email protected] through an unequivocal statement before the 14-day period has expired.
  • Where a return of physical goods is required under the standard withdrawal process, items must be shipped back to our returns facility located at: 2030 W Broadway, Vancouver, BC V6J 1Z4, Canada.
  1. Defective, Flawed, or Damaged Items

If you receive an item that is defective, flawed, or damaged upon delivery, you may contact our customer support team via email at [email protected] within a reasonable timeframe, providing clear photographic evidence of the issue. Upon verification of the provided evidence for damaged or defective items, customers are not required to return the physical damaged item; we will proceed directly with a replacement shipment or a refund based on the verified assessment.

  1. Shipping Delays and Investigations

We partner with major international carriers, including DHL, FedEx, and UPS Priority services, to deliver our products across Europe. Standard transport takes between 6 to 9 business days. Throughout fulfillment, automated tracking notifications are sent to your checkout email address at key milestones (dispatch, transit hubs, and local delivery). If your order exceeds the standard transport time, we will initiate an official investigation with the carrier, and depending on the actual verified circumstances, a full refund or a replacement shipment will be administered.

  1. Refund Processing and Payment Methods

Refunds are processed following the verification of returned items or approved claims. Approved refunds will be issued back to the original payment method used during checkout. We accept secure online payments via major debit and credit cards, including Visa, Mastercard, and American Express, as well as digital wallets such as Apple Pay and Google Pay. Refund processing times may vary depending on your financial institution’s standard clearing procedures.