Refund policy
Last updated: 10 June 2026
The 7-Night Calm Guarantee
Most dogs take two or three nights to claim a new sleeping spot, so we don't ask you to decide in the store. Give your dog seven nights with the pillow, starting the day it is delivered. If your dog hasn't taken to it, you have a full 30 days from delivery to tell us.
- What's refunded: 100% of what you paid, to your original payment method.
- What you keep: the pillow stays with you. Nothing to ship back, no return label. If you don't want it, we suggest donating it to a local animal shelter.
- Timing: we process refunds within 3 business days of your request. Your bank may take an additional 3 to 10 business days to display the credit.
- Limit: one guarantee refund per household.
This guarantee is voluntary and is in addition to, and does not limit, your statutory rights described below.
How to request a refund
Email team@pawcalm.org with:
- Your order number (format #PC-XXXX)
- The approximate date your pillow was delivered
- One sentence about what didn't work (optional, but it helps us improve)
We reply within 1 business day.
Defective or damaged on arrival
If the pillow arrives damaged, with stitching defects, or visibly different from the product photos, email us within 14 days of delivery with a photo. We will send a replacement at our expense or refund you in full, your choice.
Lost or non-delivered orders
If your tracking has not updated for more than 14 days, or shows "delivered" but the parcel is not at your address, email team@pawcalm.org. We will open a claim with the carrier and either reship at our expense or refund in full.
Exclusions
- Wash damage: if the pillow is damaged because the wash instructions on the label (machine wash cold, gentle, tumble dry low or air-dry) were not followed, the refund does not apply.
- After 30 days: beyond 30 days from delivery, we no longer issue guarantee refunds. The pillow is a textile product designed for daily use and natural wear is expected.
- Resale: refund eligibility is voided if the pillow is listed for resale.
EU 14-day right of withdrawal
If you ordered from the European Union, you have a statutory 14-day right of withdrawal under EU Consumer Rights Directive 2011/83/EU in addition to our guarantee. To exercise it, email us within 14 days of delivery stating that you wish to withdraw from the contract. Our 30-day guarantee is more generous and you are free to use whichever is more favourable to you.
Swiss consumers
Swiss law does not provide a statutory right of withdrawal for distance contracts. The guarantee above is our voluntary commitment.
Contact
PawCalm, Rue des Cèdres 10, 1950 Sion, Switzerland, team@pawcalm.org