Your satisfaction comes first

Do you have a complaint about a product, order or our service? Please contact us as soon as possible, preferably within 48 hours of discovering the problem.

You can reach us via:

• Email: info@pawsnlshop.com
• Phone: 06 - 814 73 561 (Mon-Fri, 09:00-17:00)

Always include the following in your message:

• Your order number
• A clear description of the complaint
• Any photos as evidence
• Your desired solution (if applicable)

After receiving your complaint, we will send an acknowledgement of receipt by email within 1 business day. In this email, we confirm that your complaint has been received and give an indication of the processing time.

We aim to fully handle every complaint within 5 business days. In some cases, this may take longer, for example if we need to request information from our supplier. In that case, we will keep you informed of the progress.

Possible solutions include:

• Replacement of the product
• Partial or full refund
• A discount code for a future order
• Another suitable solution by mutual agreement

If we cannot reach an agreement, you as a consumer can make use of the European Online Dispute Resolution (ODR) platform. This platform was established by the European Commission and offers an accessible way to resolve disputes.

At PawsNL, we treat every complaint confidentially and with respect. We also use complaints as learning opportunities to continuously improve our products and service.

• Every complaint is registered and retained for 2 years
• We strive for fair and quick resolution
• Your complaint is always treated confidentially
• We learn from complaints and adapt our processes where needed

• Company name: Multi Talent Service (t/a PawsNL)
• Registered address: Weverstraat 227, 4204CB Gorinchem
• CoC number: 92754783
• VAT number: NL004974786B65
• Phone: 06 - 814 73 561
• Email: info@pawsnlshop.com