Refund policy
Refund Policy
Last updated: 18 May 2026 Applies to: PawCalm (operated from Sion, Switzerland)
The short version
If your dog isn't calmer within 30 days of your pillow being delivered, email us at team@pawcalm.org with your order number. We refund every cent within 3 business days. You keep the pillow.
That's it. No return shipping. No questionnaire. No phone call required.
30-Day Calm or Free Guarantee
Every PawCalm Founding Edition order is covered by a 30-day satisfaction guarantee.
- Window: the 30 days starts on the day your tracking confirms delivery to your address, not the day you placed the order.
- What's refunded: 100% of what you paid.
- What you keep: the pillow stays with you. We don't ask you to ship it back. If you don't want it, we suggest donating it to a local animal shelter or rescue.
- Timing of refund: funds are returned to your original payment method within 3 business days of us receiving your request. Your bank or card issuer may take an additional 3 to 10 business days to display the credit.
How to request a refund
Email team@pawcalm.org with:
- Your order number (format #PC-XXXX)
- The date your pillow was delivered (approximate is fine)
- One sentence about what didn't work, optional, but it helps us improve the product
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 pillow 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.
- Wear beyond 30 days: after 30 days from delivery, we no longer issue refunds. The pillow is a textile product designed for daily use and natural wear is expected.
- Multiple orders per household: the Founding Edition is one pillow per household. If you order multiple, we will refund the duplicates and ship only one.
- Resale: PawCalm pillows shipped as part of the Founding Edition may not be resold. 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 30-day guarantee. To exercise this right, 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 30-day guarantee above is our voluntary commitment.
Contact
PawCalm Rue des Cèdres 10, 1950 Sion, Switzerland team@pawcalm.org