Refund policy

Refund & Returns Policy

At Paws and Claws, we want you and your pet to be happy with every order. If something's not right, here's exactly how we'll make it right.

30-Day Returns

You have 30 days from the date of delivery to request a return. This is in addition to your statutory 14-day right to cancel under the UK Consumer Contracts Regulations.

Eligibility

To qualify for a return or refund:

• The item must be unused and in the same condition you received it
• It should be in its original packaging where possible
• Proof of purchase (your order number or confirmation email) is required

How to Start a Return

Email us at support@pawsandclawsonline.co.uk with your order number and the reason for the return. We'll reply within 48 hours with return instructions, including the return address for your item. Please don't send anything back before receiving these instructions.

Damaged or Faulty Items

If your item arrives damaged, faulty, or isn't what you ordered, contact us within 30 days with a photo of the item. We'll arrange a free replacement or a full refund, including any postage you paid. You won't be asked to return faulty items at your own expense.

Refunds

Once your return is received and checked, we'll refund you via your original payment method within 5-10 business days. Delivery charges from the original order are non-refundable unless the item was faulty or incorrect.

Late or Missing Refunds

If you haven't received a refund after 10 business days, first check with your bank or payment provider, as posting times can vary. Still nothing? Email us at support@pawsandclawsonline.co.uk and we'll chase it up.

Exceptions

For hygiene reasons, we can't accept returns of used grooming or feeding items. This doesn't affect your rights if the item is faulty.

Questions

Any questions about returns? Email support@pawsandclawsonline.co.uk and we'll be glad to help.

Paws and Claws, Reading, United Kingdom