Complaints Procedure

COMPLAINTS PROCEDURE
Paws Pet Shop
www.pawspetshop.co.uk

Last updated: September 2026

────────────────────────────────────────────────────────────────────────────────

1. OUR COMMITMENT

We want every order from Paws Pet Shop to arrive on time, in perfect condition,
and exactly as described. We know that sometimes things go wrong, and when they
do we are committed to putting them right fairly, promptly, and without
unnecessary difficulty for you.

This page sets out how to raise a complaint, what you can expect from us at
each stage, and what further options are available to you if we are unable to
resolve your complaint to your satisfaction.

────────────────────────────────────────────────────────────────────────────────

2. BEFORE RAISING A FORMAL COMPLAINT

Many issues can be resolved quickly without going through a formal complaints
process. If you have a question or problem with an order, please contact us
first:

Email: contact@pawspetshop.co.uk
Website: www.pawspetshop.co.uk/contact

Include your order number, a brief description of the issue, and any relevant
photographs if the matter concerns a damaged or incorrect item. We will do our
best to resolve straightforward issues — such as a missing item, a delivery
query, or a damaged product — informally and without delay.

If your matter is not resolved to your satisfaction through this initial
contact, or if you would prefer to raise it as a formal complaint from the
outset, please follow the process in Section 3.

────────────────────────────────────────────────────────────────────────────────

3. HOW TO RAISE A FORMAL COMPLAINT

To raise a formal complaint, please write to us by email at:

contact@pawspetshop.co.uk

Please mark your email with the subject line: FORMAL COMPLAINT — [your order
number]. Your complaint should include:

- Your full name and the email address used to place your order
- Your order number
- A clear description of the problem and the outcome you are seeking
- Copies of any relevant correspondence, photographs, or evidence

Submitting a written complaint creates a clear record for both parties and
helps us investigate your case effectively.

────────────────────────────────────────────────────────────────────────────────

4. HOW WE WILL HANDLE YOUR COMPLAINT

Step 1 — Acknowledgement (within 2 business days)

We will acknowledge receipt of your formal complaint within 2 business days of
receiving it. Our acknowledgement will confirm:
- That your complaint has been received and logged
- The name of the person handling it
- The expected timeframe for our full response

Step 2 — Investigation (up to 14 business days)

We will investigate your complaint fully. As Paws Pet Shop operates as a
dropshipping business, some investigations require us to liaise with our
supplier partners (Avasam or CJ Dropshipping) to establish the facts — for
example to obtain dispatch records, carrier tracking data, or photographic
evidence from the warehouse. This means that some investigations take longer
than they would for a business holding its own stock.

We will keep you informed throughout. If we need more than 14 business days
to reach a conclusion, we will contact you before that deadline to explain why
and give you a revised timeframe.

Step 3 — Our response

Within 14 business days of acknowledging your complaint (or such longer period
as we have agreed with you), we will send you a written response that:
- Sets out our understanding of your complaint
- Explains what we found during our investigation
- States our proposed resolution and the reasons for it
- Informs you of your further options if you remain dissatisfied (see
Section 5)

────────────────────────────────────────────────────────────────────────────────

5. IF WE CANNOT RESOLVE YOUR COMPLAINT

We hope to resolve all complaints directly. However, if you are not satisfied
with our final response, or if 8 weeks have passed since you first raised your
complaint with us and it remains unresolved, you have the right to refer your
complaint to an independent Alternative Dispute Resolution (ADR) scheme.

Retail ADR
Website: www.retailadr.co.uk
Telephone: 0203 540 8063

Retail ADR is an independent, Competent Authority-certified ADR provider
covering online retail. Their service is free of charge to consumers. They
will review the facts of your case independently and may make a
recommendation or determination.

We are required to inform you of this option under the Alternative Dispute
Resolution for Consumer Disputes Regulations 2015. However, we are not
currently a registered member of Retail ADR, which means their determination
would not be binding on us. We commit to giving any ADR recommendation serious
and genuine consideration. If you require a binding determination without going
to court, you may wish to consider the small claims process described in
Section 6.

────────────────────────────────────────────────────────────────────────────────

6. FURTHER OPTIONS AVAILABLE TO YOU

The following options are available to you at any stage, independently of our
complaints process.

Citizens Advice consumer helpline
Citizens Advice provides free, independent advice on your consumer rights and
can refer your case to Trading Standards if appropriate.

Website: www.citizensadvice.org.uk/consumer
Telephone: 0808 223 1133 (freephone)

Trading Standards
Your local Trading Standards authority can investigate traders who breach
consumer protection law. You can report a trader to Trading Standards through
the Citizens Advice website above.

Small claims court
For disputes involving sums up to £10,000 in England and Wales (£5,000 in
Scotland under the Simple Procedure; £3,000 in Northern Ireland), you may
be able to use the small claims process to seek a binding court judgment.
This is a relatively low-cost and straightforward legal route. More
information is available at:

England and Wales: www.gov.uk/make-court-claim-for-money
Scotland: www.scotcourts.gov.uk/taking-action/simple-procedure

────────────────────────────────────────────────────────────────────────────────

7. YOUR STATUTORY RIGHTS

Nothing in this complaints procedure limits or affects your statutory rights
under the Consumer Rights Act 2015, the Consumer Contracts (Information,
Cancellation and Additional Charges) Regulations 2013, the Consumer Protection
from Unfair Trading Regulations 2008, or any other applicable UK consumer
protection legislation. If you are unsure of your rights, Citizens Advice
(see Section 6) can advise you.

────────────────────────────────────────────────────────────────────────────────

8. CONTACT

Email: contact@pawspetshop.co.uk
Website: www.pawspetshop.co.uk/contact

Paws Pet Shop is a trading name of [Your Full Legal Name], sole trader,
[Your address for correspondence — required under the Business Names Act and
the Electronic Commerce (EC Directive) Regulations 2002].

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
© 2026 Paws Pet Shop — www.pawspetshop.co.uk
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

Continue

Complaints Procedure

Browse

Explore

News

Information