Refund policy

Refund & Return Policy

Last Updated: August 2, 2026

We want you and your dog to be completely happy with your CoolPaw Dog Mat. If it isn't the perfect fit for your pet's cooling needs, we are here to help.

90-Day Money-Back Guarantee

We stand behind our cooling technology. You have 90 days after receiving your CoolPaw Dog Mat to request a return. To be eligible for a return, the mat must be in the same condition that you received it—clean, unused, free of pet hair or damage, and in its original packaging. You will also need the receipt or proof of purchase.

UK & EU Statutory Right to Cancel

In addition to our 90-day policy, customers in the UK and EU have a legal right to cancel their order within 14 days of receiving the goods, for any reason, under the Consumer Contracts Regulations 2013.

How to Start a Return

To begin a return for your CoolPaw Dog Mat, please email us at nesturapetstore@gmail.com  with your order number and reason for return.

If your return is accepted, we will provide you with a return shipping label and instructions on how to send your package. Mats sent back to us without first requesting a return will not be accepted.

Please note that approved returns must be sent to our processing facility at: Nestura Returns Unit 4, Riverside Business Park Thames Road London, SE16 2DZ United Kingdom

Return Shipping Costs

Customers are responsible for return shipping costs unless the CoolPaw Dog Mat arrived faulty, damaged, or incorrect. If we made a mistake or the mat is defective, we will cover the return shipping costs entirely.

Damages and Issues

Please inspect your order upon delivery. If your CoolPaw Dog Mat is defective (e.g., cooling gel issues, tears in the fabric), damaged in transit, or if you receive the wrong size/color, please contact us within 48 hours with photos of the issue. We will evaluate the situation and immediately arrange a replacement or full refund at no cost to you.

Exceptions / Non-Returnable Items

To ensure the health and hygiene of all pets, we cannot accept returns on CoolPaw Dog Mats that have been heavily used, stained, soiled, or damaged by chewing/scratching. We also do not accept returns on gift cards or final sale items.

If you have questions about whether your specific mat is eligible for a return, please get in touch.

Exchanges

Ordered the wrong size or need a different color for your dog? The fastest way to ensure you get the exact CoolPaw Dog Mat you want is to return the item you currently have. Once the return is accepted, you can make a separate purchase for the new mat. Alternatively, you can contact us at nesturapetsstore@gmail.com and we will gladly help arrange an exchange.

Refunds

Once we receive and inspect your returned CoolPaw Dog Mat, we will notify you of the approval or rejection of your refund. If approved, you will automatically be refunded on your original payment method within 5 to 10 business days.

Please remember it can take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us.

Contact Us

• Email: nesturapetsstore@gmail.com

• Phone: +44 7882 737026