Return Policy

RETURN POLICY
Paws Pet Shop
www.pawspetshop.co.uk

Last updated: October 2026

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

IMPORTANT NOTICE — DROPSHIPPING FULFILMENT
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

Paws Pet Shop operates as a dropshipping retailer. We do not hold stock.
Your orders are prepared and dispatched directly to you by our authorised
fulfilment suppliers (Avasam Ltd and CJDropshipping, UK and China operations).
You do NOT need to deal with these suppliers directly — all returns, refunds,
and replacements are managed by us at Paws Pet Shop on your behalf.

PLEASE DO NOT attempt to return goods directly to our suppliers. Any parcel
returned directly to a supplier without a Return Authorisation number issued
by us will not be processed and may be refused.

Because we do not hold stock ourselves, the return address provided when your
return is authorised will be a supplier warehouse address arranged by us. We
will provide the correct address with your Return Authorisation.

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

1. YOUR STATUTORY RIGHTS
──────────────────────────────────────────────────────────

Nothing in this Return Policy affects your statutory rights under UK consumer
law. Your rights under the Consumer Rights Act 2015 and the Consumer Contracts
(Information, Cancellation and Additional Charges) Regulations 2013 always
apply. These include:

1.1  The right to receive goods that are of satisfactory quality, fit for
     purpose, and as described.

1.2  A 14-day cooling-off period giving you the right to cancel most online
     purchases without needing to give a reason (see Section 3 below).
     Your order confirmation email contains your 14-day cancellation deadline
     and a direct link to our Returns form for your reference.

1.3  A 30-day right to reject and receive a full refund if goods are faulty,
     not as described, or not fit for purpose when they arrive (see Section 5
     below).

1.4  Rights to repair, replacement, or partial or full refund for up to 6 years
     from the date of purchase if goods are found to be faulty (see Section 5
     below).

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

2. HOW TO INITIATE A RETURN — THE RMA PROCESS
──────────────────────────────────────────────────────────

All returns are handled through our Returns Merchandise Authorisation (RMA)
process. You must NOT send goods back without first obtaining a Return
Authorisation from us. Unauthorised returns may result in delays or the
return being declined.

Step 1 — Submit a Return Request online

   With an account (registered customers):
     Log in to your account at www.pawspetshop.co.uk and navigate to
     My Account → My Returns. Complete the online Return Request form,
     entering your Order ID to look up the order, then selecting:
       • The specific product(s) and quantity you wish to return
       • The reason for the return (e.g. faulty, wrong item, change of mind)
       • Your preferred resolution (refund, replacement, or exchange)
       • Any additional comments or fault details

   Without an account (guest customers):
     Visit www.pawspetshop.co.uk/returns and select "Guest Return Request".
     Enter your Order ID and the email address you used when placing the
     order to look up your order, then complete the return form using the
     same fields listed above.

   Age limits — our online form enforces the following:
     • Orders more than 30 days old: a notice is shown explaining you are
       outside our standard goodwill window; we will still consider your
       request but please allow additional review time.
     • Orders more than 60 days old: a further notice is shown that supplier
       recovery is no longer possible; requests are reviewed on a case-by-case
       basis and may still be accepted under the Consumer Rights Act 2015.
     • Orders more than 6 months (180 days) old: online submission is not
       available. If you believe you have a valid claim under the Consumer
       Rights Act 2015, please contact us directly at contact@pawspetshop.co.uk.

   If your item is faulty or damaged, please email clear photographs of the
   issue to contact@pawspetshop.co.uk quoting your order number — this often
   allows us to resolve your claim more quickly without requiring a physical
   return.

   Confirmation: On submission you will receive an immediate email to your
   order address containing your return reference number and the date and time
   of submission. Please keep this email — it is your durable record of
   notification and, if you are exercising your right to cancel, confirms the
   start of your 14-day return window. Guest customers will also receive a
   link to check the status of their return online at any time.

Step 2 — Receive your Return Authorisation
   We will review your request and respond within 2 working days. If the
   return is authorised, we will issue you a Return Authorisation (RMA)
   number and provide a return address (a UK supplier warehouse arranged
   by us). Do not send goods without this RMA number — it is required to
   process your return. For clear cases of damage or fault, we may resolve
   your request by refund or replacement without requiring you to return the
   goods at all.

Step 3 — Return the goods (where required)
   Package the item(s) securely, using the original packaging where possible.
   Write your RMA number clearly on the outside of the parcel. Return the
   goods to the address provided within 14 days of receiving your RMA number.
   We recommend using a tracked service — we cannot be responsible for
   parcels lost on the return journey.

Step 4 — Refund or replacement
   Once the return has been received and inspected at the warehouse, we will
   process your refund or dispatch your replacement within 14 days. Refunds
   are issued to the original payment method. We will notify you by email
   when your refund has been processed.

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

3. CANCELLATIONS — 14-DAY COOLING-OFF PERIOD
──────────────────────────────────────────────────────────

3.1  Under the Consumer Contracts (Information, Cancellation and Additional
     Charges) Regulations 2013, you have the right to cancel most online
     orders within 14 calendar days of receiving the goods, without needing
     to provide a reason. Your order confirmation email includes your
     individual cancellation deadline date for easy reference.

3.2  How to cancel:

     With an account: Log in and navigate to My Account → My Returns.
     Complete a Return Request within 14 days of receiving your order,
     selecting "Cancellation / Change of Mind" as the reason.

     Without an account: Visit www.pawspetshop.co.uk/returns, select
     "Guest Return Request", and look up your order using your Order ID
     and order email address. Select "Cancellation / Change of Mind" as
     the reason.

     In either case you will receive an immediate email confirmation with
     your return reference number as your durable record of notification.
     If you are unable to access the online form for any reason, contact
     us at contact@pawspetshop.co.uk with your order number and the word
     "CANCELLATION" in the subject line.

3.3  Returning the goods after cancellation:
     You must return the goods to us within 14 days of notifying us of your
     cancellation. We will provide a return address with your RMA confirmation.
     The cost of return postage is your responsibility unless the goods are
     faulty or not as described.

3.4  Condition of returned goods:
     Returned goods must be unused, in their original condition, and (where
     possible) in the original packaging. If you handle the goods beyond what
     is necessary to establish their nature, characteristics, and functioning
     (as you would in a shop), we may make a deduction from your refund to
     reflect any reduction in value. We ask that you do not remove or damage
     product labels, tags, or seals.

3.5  Refund on cancellation:
     We will process your refund within 14 days of the returned goods being
     received and inspected at the warehouse, or within 14 days of you
     providing evidence of return (tracked postage receipt) — whichever is
     earlier. You will receive a full refund of the price paid for the goods.
     We will also refund the standard delivery charge you paid. If you chose
     a premium or express delivery option, we will only refund the cost of
     our cheapest standard delivery option.

3.6  Exceptions — items that cannot be cancelled or returned under the
     cooling-off period (Consumer Contracts Regulations, Regulation 28):

       (a) Goods that are made to your specifications or personalised
       (b) Goods that have been unsealed after delivery and are not suitable
           for return for hygiene or health protection reasons, where the seal
           has been broken — this includes:
             • Opened food, treats, chews, or edible products for pets
             • Opened grooming or hygiene products (shampoos, sprays,
               dental care products) where the seal has been broken
             • Opened medication, supplements, or topical treatments
       (c) Goods that have been permanently attached or installed (e.g.
           built-in pet flaps or permanently installed enclosures)

     Please ensure any food or hygiene product packaging remains sealed if
     you wish to return it under the cooling-off right.

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

4. CHANGE OF MIND RETURNS (OUTSIDE COOLING-OFF PERIOD)
──────────────────────────────────────────────────────────

4.1  If you change your mind and wish to return an item after the 14-day
     cooling-off period has expired, we are under no legal obligation to
     accept the return. However, we offer a goodwill extended returns
     window of 30 days from the date of delivery, subject to the
     conditions below.

4.2  To be eligible for a change-of-mind return under our goodwill policy,
     the item must be:
       • Returned within 30 days of the delivery date
       • Unused and in its original condition
       • In its original, undamaged packaging with all labels and seals intact
       • Not one of the items excluded from return (see Section 6)

4.3  Submit your request via the online Returns form (logged-in customers:
     My Account → My Returns; guest customers: www.pawspetshop.co.uk/returns),
     selecting "Change of Mind" as the reason. We will assess eligibility and,
     if approved, provide a return address with your RMA confirmation.

4.4  You are responsible for the cost of return postage for change-of-mind
     returns. We recommend using a tracked postal service, as we cannot be
     responsible for parcels lost in transit.

4.5  We will issue a refund for the price of the goods only. Original
     delivery charges will not be refunded for change-of-mind returns
     outside the 14-day cooling-off period.

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

5. FAULTY, DAMAGED, OR INCORRECT GOODS
──────────────────────────────────────────────────────────

5.1  Goods damaged or faulty on arrival

     If your goods arrive damaged, faulty, or not as described, submit a
     Return Request via the online Returns form within 48 hours of delivery,
     selecting "Faulty / Damaged on Arrival" as the reason. Please include
     in the comments field:
       • A clear description of the problem
       • Confirmation that photographs have been sent or are being attached
     Email clear photographs of the damage, fault, or discrepancy to
     contact@pawspetshop.co.uk quoting your order number.

     In many cases we will be able to resolve your claim by refund or
     replacement without requiring a physical return — submitting photographs
     promptly helps us do this. Where we do confirm fault or damage, we will
     cover all associated costs including return postage where applicable.

5.2  30-day right to reject (Consumer Rights Act 2015, Section 20)

     If your goods are faulty, not as described, or not fit for purpose,
     you have the right to reject them and receive a full refund within
     30 days of receiving them. Submit a Return Request via the online
     Returns form within this period, selecting "Faulty" or "Not As Described"
     as appropriate. Where a physical return is required, we will arrange it
     at our cost.

     This right may be reduced for perishable goods to a shorter period
     consistent with their nature (e.g. perishable food items).

5.3  Repair or replacement — 6-month statutory period
     (Consumer Rights Act 2015, Section 23)

     After the 30-day rejection period has expired, if your goods develop
     a fault within 6 months of delivery, we will repair or replace them
     at our cost. You have the right to choose which remedy you prefer —
     we will record your stated preference when you submit your return
     request and endeavour to honour it. If the chosen remedy is not
     possible, not done within a reasonable time, or causes significant
     inconvenience, you are entitled to a partial or full refund.

     Within the first 6 months, it is presumed the fault existed at the
     time of delivery — you do not need to prove this.

5.4  Faults arising after 6 months

     After 6 months from delivery, you still have rights under the Consumer
     Rights Act 2015 for up to 6 years from purchase, but you will need to
     demonstrate that the fault was present at the time of delivery (i.e.
     it was an inherent defect rather than damage caused by normal wear and
     tear or misuse). As the online form cannot be used for orders more than
     6 months old, please contact us directly at contact@pawspetshop.co.uk
     with your order number and a description of the fault. We will assess
     your claim and advise you of your options.

5.5  Return postage for faulty or not-as-described goods

     Where goods are confirmed as faulty, damaged, or not as described, we
     will cover all reasonable return postage costs. Please use a tracked
     service and keep your proof of postage — we will reimburse the
     reasonable cost.

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

6. ITEMS WE CANNOT ACCEPT FOR RETURN
──────────────────────────────────────────────────────────

The following items cannot be returned unless they are faulty, not as
described, or not fit for purpose:

  (a) Perishable goods — pet food (wet or dry), treats, chews, edible
      chews, or any other consumable product that has a short shelf life
      or has been opened or used.

  (b) Hygiene products — any product that has been unsealed or opened
      after delivery and is unsuitable for return on health or hygiene
      grounds (shampoos, grooming products, flea treatments, dental care
      products, litter, waste disposal items).

  (c) Medications and veterinary supplements — any medicinal product,
      veterinary supplement, or flea/worm treatment that has been opened
      or partially used.

  (d) Personalised or made-to-order items — goods customised or
      personalised to your specifications (e.g. engraved tags, printed
      bandanas, bespoke accessories).

  (e) Hazardous goods — where return is not possible for regulatory or
      safety reasons.

  (f) Digital downloads or virtual items (where applicable) once access
      has been granted.

For the avoidance of doubt, if any of the above items arrive faulty,
damaged, or not as described, your right to reject and receive a refund
or replacement is not affected.

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

7. DELIVERY ISSUES
──────────────────────────────────────────────────────────

7.1  Missing items in your order

     Because our orders are fulfilled by multiple suppliers and may be
     dispatched in separate parcels, it is normal for items to arrive in
     separate deliveries. Before reporting a missing item, please check
     whether all your parcels have been delivered, allowing up to 7 working
     days from the date of your first delivery.

     If an item is genuinely missing after this period, please contact us
     at contact@pawspetshop.co.uk with your order number and details of the
     missing item. We will investigate with our fulfilment supplier and
     arrange a replacement or refund.

7.2  Wrong item received

     If you receive an item different to what you ordered, please contact us
     at contact@pawspetshop.co.uk within 7 days of delivery, including a
     photograph of what you received. Do not use or open the incorrectly
     delivered item if possible. We will arrange collection of the incorrect
     item and dispatch the correct one at no cost to you.

7.3  Order not received (lost in transit)

     If your order has not arrived within the maximum estimated delivery time
     (10 working days from dispatch for standard orders), please contact us
     at contact@pawspetshop.co.uk with your order number. We will investigate
     with our fulfilment supplier and either:
       • Arrange a replacement dispatch; or
       • Issue a full refund if the order is confirmed lost.

     If you believe your parcel has been stolen after delivery, please report
     this to your local police and obtain a crime reference number. We will
     take this into account when assessing your claim.

7.4  Delayed delivery — statutory right

     Under the Consumer Contracts Regulations 2013, if your goods are not
     delivered within 30 calendar days of your order (or any agreed delivery
     date), you have the right to cancel and receive a full refund. Contact
     us at contact@pawspetshop.co.uk to exercise this right.

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

8. REFUND PROCESS AND TIMELINES
──────────────────────────────────────────────────────────

8.1  All refunds are processed to the original payment method used at
     checkout (e.g. the card charged by Stripe).

8.2  We aim to process refunds within 14 days of:
       • Confirmation from our supplier that the returned goods have been
         received and inspected at the warehouse; or
       • Our decision to resolve your claim without requiring a physical
         return (e.g. where photographs are sufficient evidence of damage
         or fault); or
       • Confirming that an item is lost in transit.

8.3  Once we process a refund, the time it takes to appear in your bank
     account depends on your bank or card issuer — typically 3 to 5
     working days.

8.4  Refunds will normally include:
       • The full price paid for the returned goods
       • Standard delivery charges paid (for cancellations within the
         14-day cooling-off period and for faulty/not-as-described returns)
       • Any return postage costs we agreed to reimburse

8.5  Partial refunds may be issued where:
       • Goods are returned in a condition diminished by use beyond what was
         necessary to inspect them (change-of-mind returns)
       • Only part of a multi-item order is returned

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

9. PROMOTIONAL ORDERS — DISCOUNT CODES, REWARD POINTS, AND VOUCHERS
──────────────────────────────────────────────────────────

9.1  If your original order was placed using a discount code, reward points,
     or gift voucher, your refund will reflect the actual amount you paid
     after the discount was applied — the face value of any voucher or code
     used will not be refunded in cash.

9.2  Where a qualifying order threshold was required to use a discount code
     and your return brings the remaining order value below that threshold,
     the discount may be reversed as part of the refund calculation.

9.3  Reward points earned on a returned item will be deducted from your
     reward balance upon processing the refund.

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

10. CONSUMER DISPUTE RESOLUTION
──────────────────────────────────────────────────────────

10.1 If you are dissatisfied with the outcome of your return or refund
     request, please escalate to us by emailing contact@pawspetshop.co.uk.
     We are committed to resolving all disputes fairly and promptly.

10.2 If we are unable to resolve your complaint to your satisfaction, you
     have the right to seek resolution through one of the following routes:

       (a) Citizens Advice consumer helpline (for UK consumers):
           www.citizensadvice.org.uk/consumer/

       (b) Alternative Dispute Resolution (ADR) — we may offer or participate
           in an ADR scheme. Where applicable, details of the approved ADR
           provider will be provided at the time of a dispute.

       (c) The Online Dispute Resolution (ODR) platform:
           https://ec.europa.eu/consumers/odr/

       (d) Your statutory right to pursue a claim through the UK courts
           at any time is unaffected.

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

11. CONTACT
──────────────────────────────────────────────────────────

To submit a return request, use our online Returns form — no account needed:

  Registered customers:  My Account → My Returns
                         www.pawspetshop.co.uk (log in required)

  Guest customers:       Guest Return Request / Check Return Status
                         www.pawspetshop.co.uk/returns
                         (enter your Order ID and order email address)

For delivery issues, order queries, and general enquiries:
  Email:   contact@pawspetshop.co.uk
  Website: www.pawspetshop.co.uk

Please include your order number in all communications to help us assist
you as quickly as possible. We respond to all enquiries within 2 working
days, Monday to Friday.


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