At The Paw, we want you to love what you receive. This policy is fully compliant with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Your Right to Cancel
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item, for any reason, without needing to provide an explanation. To exercise this right, notify us at support@thepaw.co.uk within this 14-day window.
Returning an Item
Once you've notified us of your cancellation, you have a further 14 days to return the item. To be eligible for a return, the product must:
Items that do not meet these conditions will not be accepted and will be returned to you.
Change of Mind Returns
We accept change of mind returns within the 14-day cooling-off period as required by UK law. Return shipping costs in this case are the responsibility of the customer. We recommend using a tracked service as we cannot accept responsibility for parcels lost in return transit.
Faulty or Defective Items
If your item arrives faulty or develops a fault within 30 days of delivery, you are entitled to a full refund, replacement, or repair under the Consumer Rights Act 2015. Please contact us at support@thepaw.co.uk with:
Once approved, we will cover all return shipping costs and offer you the choice of:
Refund Processing
Refunds are processed within 14 days of us receiving and inspecting the returned item. Funds are returned via your original payment method. The time for the refund to appear in your account may vary depending on your bank or card provider, but typically takes 3–7 business days after processing.
How to Request a Return
Email us at support@thepaw.co.uk with:
Our team will respond within 2 business days with return instructions and the return address.
✔️ Produto adicionado com sucesso.
✔️ Produto adicionado com sucesso.
