Returns & Refunds
At PAWABY, we want you and your pet to be happy with your purchase. If something isn’t quite right, please get in touch with us and we’ll do our best to help.
This Returns & Refunds Policy explains how returns, refunds and related requests are handled.
Our Returns Policy
If you’re not completely satisfied with your purchase, you may be able to return it, subject to the conditions below.
Please contact us before sending any item back so we can provide the appropriate return instructions.
Email: contact@pawaby.co.uk
Return Eligibility
To be eligible for a return, items should generally:
- Be unused and in their original condition
- Be in the original packaging where reasonably possible
- Be suitable for resale
- Include your order details or order number
- Be returned within the applicable return period
For hygiene and safety reasons, certain pet products may not be eligible for return if they have been used, opened or are otherwise unsuitable for resale.
If you’re unsure whether your item is eligible, please contact us before returning it.
Change of Mind Returns
If you simply change your mind about your purchase, please contact us as soon as possible.
For eligible online purchases, UK consumer law may provide you with a 14-day cancellation right from the day after you receive your goods, subject to applicable exceptions.
If you exercise a cancellation right, you may generally need to return the goods within the applicable timeframe.
Items should be returned in a condition that allows us to assess them appropriately. You may be responsible for the direct cost of returning goods where applicable.
Some products may be excluded from cancellation rights where an applicable legal exception applies.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or incorrect, please contact us as soon as possible.
Email us at:
Please include:
- Your order number
- A brief description of the issue
- Clear photographs or video where appropriate
- Details of the item affected
This will help us investigate your request and find the most appropriate solution.
Depending on the circumstances and your legal rights, we may offer a replacement, repair, refund or another appropriate remedy.
How to Request a Return
Before returning an item, please contact our customer support team.
Step 1 — Contact Us
Email contact@pawaby.co.uk with your order number and the reason for your return.
Step 2 — Receive Return Instructions
We’ll review your request and, where appropriate, provide you with instructions for returning the item.
Step 3 — Prepare Your Item
Please package the item securely to help prevent damage during return delivery.
Step 4 — Send Your Return
Send the item using the return instructions provided by our team.
Please keep your proof of postage or tracking information until your return has been resolved.
Refunds
Once your return has been received and assessed, we’ll let you know whether your refund has been approved.
Where a refund is due, it will generally be issued to the original payment method.
Please allow additional time for your bank or payment provider to process the refund and for the funds to appear in your account.
The time it takes for a refund to appear can vary depending on your payment provider.
Return Postage Costs
Return postage costs depend on the reason for the return and the circumstances of your order.
For example:
- Faulty, damaged or incorrect items: Where applicable, we will work with you to resolve the issue in accordance with your legal rights.
- Change-of-mind returns: You may be responsible for the direct cost of returning the item, where permitted by law.
We recommend contacting us before returning an item so we can confirm the appropriate process.
Items That Cannot Be Returned
Some items may not be eligible for return or cancellation where an applicable legal exception applies.
This can include certain products that are:
- Sealed for hygiene reasons and have been unsealed after delivery
- Personalised or made to your specifications
- Otherwise excluded under applicable consumer legislation
If you are unsure whether a product can be returned, please contact us before opening or using it.
Your UK Consumer Rights
Nothing in this policy is intended to limit or exclude your statutory rights under UK consumer law.
If a product is faulty, not as described, or does not meet the required legal standards, you may have additional rights and remedies.
Your legal rights are not affected by this Returns & Refunds Policy.
Need Help?
If you have any questions about returns, refunds or your order, our customer support team is here to help.
Email: contact@pawaby.co.uk
Phone: +44 7848 462757
PAWABY
128 City Road
London
EC1V 2NX
United Kingdom
We aim to provide friendly and helpful support and will do our best to assist you with your enquiry.
PAWABY — Thoughtful accessories for happier pets.
