Returns & Refunds

Returns & Refunds Policy

At Ewsell, we want you to be happy with your purchase. However, we understand that sometimes things don’t go as expected.

If you have a problem with your order or need to return an item, please read our policy below to understand how we can help.

1. Return Eligibility

We accept return requests in accordance with our returns policy and applicable consumer protection laws.

To help us process your request, please ensure that:

• The item is in its original condition, where applicable.
• The product has not been damaged through misuse or improper handling.
• You provide your order number and relevant details.
• You contact us before sending any item back.

Some products may be subject to return restrictions under applicable laws, including certain hygiene-sensitive or personalised products.

For eligible purchases from the European Union, consumers generally have a 14-day right to withdraw from an online purchase, subject to statutory exceptions.

Nothing in this policy limits your rights under applicable consumer protection laws.

2. Damaged or Faulty Items

If your item arrives damaged, defective or faulty, please contact us as soon as possible.

To help us understand the issue, please provide:

• Your order number.
• A description of the problem.
• Clear photos or a short video showing the issue, where applicable.

We will review your request and work with you to find an appropriate solution.

Depending on the circumstances and applicable consumer laws, this may include a replacement, repair or refund.

3. Incorrect Items Received

If you receive an item that is different from what you ordered, please contact us.

Please include your order number and photos of the item received.

Once we have reviewed the details, we will help arrange an appropriate solution.

You should not need to bear additional costs arising from an error on our part, subject to applicable law.

4. Change of Mind Returns

If you change your mind after receiving your order, you may be eligible to return the item depending on your location and applicable return conditions.

For eligible EU consumer purchases, you generally have 14 days from the day you receive the goods to notify us that you wish to withdraw from the purchase, subject to statutory exceptions.

For customers in other countries, return requests are handled in accordance with applicable local consumer protection laws and our return conditions.

Please contact us before returning any item so we can provide the correct instructions.

5. Return Shipping Costs

Return shipping costs depend on the reason for the return and applicable consumer laws.

• Damaged, faulty or incorrect items: We will arrange an appropriate solution and cover reasonable return costs where required.
• Change of mind: Return shipping costs may be the customer’s responsibility, where permitted by law.
• Other return requests: Costs will be handled according to the circumstances and applicable laws.

Please do not send any item back without contacting us first.

6. Refunds

Once your return or refund request has been reviewed and approved, we will arrange the refund where applicable.

Refunds are generally issued to the original payment method.

The time it takes for the money to appear in your account depends on your bank or payment provider.

If you have not received your refund after the relevant processing period, please contact your payment provider first. You can also contact us if you need further assistance.

7. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible.

We may be able to cancel an order before it has been processed or dispatched.

Once an order has been shipped, cancellation may no longer be possible. However, you may still have return or withdrawal rights under applicable consumer protection laws.

8. Missing or Lost Parcels

If your order has not arrived within the estimated delivery timeframe, please contact us.

We will check the tracking information and investigate the shipment where necessary.

If a parcel is confirmed as lost, we will work with you to find an appropriate solution in accordance with applicable consumer protection laws.

9. How to Request a Return or Refund

To request a return or refund, please follow these steps:

1. Visit our Contact Us page.
2. Provide your order number and the email address used when placing the order.
3. Explain the reason for your request.
4. Include photos or videos if the item is damaged, faulty or incorrect.
5. Wait for our instructions before sending any item back.

Our team will review your request and explain the next steps.

10. Contact Us

If you have any questions about returns, refunds or exchanges, please contact us through our Contact Us page.

Please include your order number so we can assist you more efficiently.

Thank you for shopping with Ewsell.

Ewsell – Everyday Products for Happy Pets.