1. Your Right to Cancel (Change of Mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

To exercise your right to cancel, you must notify us in writing within 14 days of delivery.

After cancelling, you have a further 14 days to return the item.

To qualify for a refund:

  • The item must be unused

  • In its original packaging

  • In resalable condition

Return postage costs for change-of-mind returns are the responsibility of the customer.

Standard delivery costs will be refunded in accordance with statutory cancellation rights.Additional express or upgraded delivery fees are non-refundable.

 

2. Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible (ideally within 48 hours of delivery) and provide:

  • Your order number

  • A description of the issue

  • Clear photographs

This does not affect your statutory rights.

If the issue is confirmed, we will arrange a replacement, repair, or full refund as appropriate.

 

3. How to Request a Return

Please contact:

📧 shop@pawsome-online.co.uk

Include:

  • Your order number

  • Reason for return

  • Photos (if applicable)

We will provide return instructions.

 

4. Refunds

Once the returned item has been received and inspected, refunds will be issued to your original payment method.

Please allow up to 14 business days for the refund to be processed.

 

5. Exchanges

We do not offer direct exchanges.Please return the item for a refund and place a new order.

 

6. Non-Returnable Items

We cannot accept returns for:

  • Used products

  • Items not in original condition

  • Clearance or final sale items

  • Hygiene-sensitive items once opened

This does not affect your statutory rights regarding faulty goods.

 

7. Manufacturer Warranty

Some products may include a manufacturer’s warranty. Where applicable, details can be provided upon request.

Returns & Refund Policy

Effective Date: 13/02/2026

We want you (and your pet!) to be 100% happy.

If you’re not satisfied with your order, here’s how we can help:

© 2026 Pawsome-Online

Pawsome-Online is a trading name of Mirosława Michalina Szcześniak, Sole Trader registered in the United Kingdom.

Business enquiries: shop@pawsome-online.co.uk

 

 

shop@pawsome-online.co.uk