At Pawsome Companions Ltd, customer satisfaction is our priority. If you’re not completely happy with your purchase, we’re here to help with a simple and transparent UK returns process.
1. Your Right to Cancel (UK Consumer Rights)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods for a full refund.
To exercise your right to cancel:
- Notify us within 14 days of delivery
- Return the items within 14 days of notifying us
- Items must be unused and in original packaging
Refunds will be processed to your original payment method.
2. Standard Returns Policy
We offer a 30-day returns policy from the date of delivery.
To qualify for a return:
✔ Items must be unused and in resaleable condition
✔ Original packaging must be intact
✔ Proof of purchase is required
We reserve the right to refuse returns that do not meet these conditions.
3. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless faulty:
- Opened pet food or treats
- Used grooming products
- Personalised or custom-made items
- Clearance or sale items (unless faulty)
4. Faulty, Damaged or Incorrect Items
If your order arrives:
- Damaged
- Faulty
- Incorrect
Please contact us within 48 hours of delivery with photos and your order number. We will arrange a replacement or full refund at no additional cost.
5. How to Return an Item
To initiate a return:
- Email us at support@pawsomecompanions.co.uk
- Include your order number and reason for return
- Wait for return instructions
- Securely package the item
- Send it to the address provided
Customers are responsible for return postage costs unless the item is faulty or incorrect.
We recommend using a tracked postal service, as we cannot be responsible for items lost in transit.
6. Refunds
Once your return is received and inspected:
- Approved refunds are processed within 5–7 business days
- Funds will be returned to your original payment method
- Shipping fees are non-refundable unless the return is due to our error
You will receive email confirmation once your refund has been processed.
7. Exchanges
We currently do not offer direct exchanges. If you would like a different item:
- Return your original order for a refund
- Place a new order for the desired product
8. Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account
- Contact your card provider
- Contact your bank
If you’ve completed these steps and still have not received your refund, please contact us.
9. Contact Us
For any questions regarding returns or refunds, please contact:
Pawsome Companions Ltd
Email: info@pawsomecompanions.co.uk
Phone: +44 (0)1234 900292