Refund policy

Returns & Refunds Policy

At Paws Friends, we want you to be happy with your purchase. This policy explains your rights and how returns, cancellations and refunds are handled.

14-Day Right to Cancel

If you are a UK consumer purchasing online, you generally have the right to cancel your order within 14 days after receiving your goods, without giving a reason, subject to applicable legal exceptions.

To exercise your right to cancel, please contact us within 14 days of receiving your order.

After notifying us of your cancellation, you must return the goods within 14 days.

How to Request a Return

Before returning any product, please contact us at:

renatahelen34@gmail.com

Please include your order number and the reason for your return.

Do not send a product back without contacting us first. We will provide you with the appropriate return instructions and return address.

Because some Paws Friends products may be fulfilled by third-party suppliers, the return address may be different from the address from which your parcel was originally shipped.

Condition of Returned Products

Unless the product is faulty, damaged or incorrect, returned products should be kept in good condition.

You may inspect and handle the product as you reasonably would in a physical shop. If the product has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may be entitled to make an appropriate deduction from the refund where permitted by law.

Return Shipping Costs

If you are returning an item because you have changed your mind, you will normally be responsible for the direct cost of returning the item, provided this was communicated to you before purchase and subject to your statutory rights.

If you receive an incorrect, faulty or damaged item, please contact us before returning it. Where required by applicable law, Paws Friends will cover the appropriate return costs.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, faulty, not as described or you receive the wrong product, contact us as soon as possible at renatahelen34@gmail.com.

Please provide your order number and, where appropriate, photographs or other information that will help us assess the issue.

Nothing in this policy limits your statutory rights under UK consumer law.

Refunds

Once we receive your returned item, or where applicable evidence that you have sent it back, we will process your refund in accordance with applicable UK consumer law.

Where the statutory right to cancel applies, eligible refunds include the price paid and the cost of our least expensive standard delivery option, where applicable.

Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed.

Please note that your bank or payment provider may require additional time to credit the refund to your account after it has been processed.

Exceptions

Certain products may be excluded from the right to cancel or return where permitted by law, including certain personalised or made-to-order products and certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

Any applicable exception will be handled in accordance with UK consumer law.