Returns and Refunds Policy

PawlyPet values transparency, respect, and customer satisfaction. We provide a clear Returns and Refunds Policy in accordance with the Consumer Contracts Regulations 2013.

Request Period

Customers may request a return or exchange within 14 calendar days of receiving the product, as provided under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Requests made after this period will not be accepted.

Conditions for Returns or Exchanges

For a return or exchange to be approved, the following conditions must be met:

• Product must be in its original packaging
• No signs of use, wear, odour, dirt, or damage
• All tags, accessories, manuals, and included items must be present
• Product must be in perfect condition, exactly as received

Important: Products not meeting these requirements will be automatically returned to the customer at their expense.

Change of Mind Returns

Under UK law, customers have the right to return items within 14 days without providing a reason (Distance Selling Regulations).

However, return shipping costs for change of mind returns are the customer's responsibility unless the item is faulty.

Manufacturing Defects

If a product has a manufacturing defect, customers must provide:

• Description of the problem
• Short video demonstrating the defect
• Order number
• Email address used for purchase

After review and approval, customers may choose:

• Exchange for another product of equal value
• Store credit
• Full refund including original shipping costs

How to Request a Return or Exchange

Send an email to: support@pawlypet.co.uk

Including:

• Full name
• Order number
• Product name
• Reason for return or exchange
• Video of defect (if applicable)

After receiving this information, our team will respond with:

• Return instructions
• Return address
• Procedures for analysis and refund

Refund Processing Time

After the product is returned for inspection and approval, refunds will be processed within 7-10 business days.

The time for funds to appear in your account may vary depending on:

• Card issuer
• Bank
• Payment method used at purchase

Shipping Costs

• Manufacturing defects: All shipping costs are covered by PawlyPet
• Change of mind or customer error: Shipping and return shipping costs are the customer's responsibility

Final Conditions

By making a purchase, customers acknowledge they have read and agree to this Returns and Refunds Policy. PawlyPet reserves the right to update this policy at any time to better serve customers.

For any questions, contact us at: support@pawlypet.co.uk