Refund policy

Refund Policy

We want you to be happy with your purchase. If something isn't right, please contact us first at help@pawandhome.co.uk before sending anything back — this helps us resolve issues quickly and lets us tell you the best way to proceed for your specific item.

Return window

You have 30 days after receiving your item to request a return or refund.

How to request a return

Contact us at help@pawandhome.co.uk with your order number and a description (and photo, if the item is damaged or faulty) of the issue. We'll respond with next steps, which may include:

• A full refund without needing to send the item back (common for lower-value items, where return postage would cost more than the item itself)
• A replacement sent out to you
• Instructions for returning the item, if a physical return is needed

Please don't send items back before contacting us, as returns sent without prior agreement may not be accepted or refunded.

Damages and issues

Please inspect your order as soon as it arrives. If an item is defective, damaged, or not what you ordered, contact us within 48 hours with a photo so we can put things right as quickly as possible.

Exceptions / non-returnable items

Certain items cannot be returned, including perishable goods, custom or personalised products (such as engraved or made-to-order items), and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Get in touch if you're unsure whether your item qualifies.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to get the right item is to request a return for the one you have, and once that's approved, place a new order for the item you'd like instead.

Your right to cancel (UK & EU customers)

If you are a consumer in the UK or European Union, you have a legal right to cancel your order within 14 days of receiving it, for any reason and without needing to give a justification, under the Consumer Contracts Regulations 2013. To exercise this right, contact us at help@pawandhome.co.uk within 14 days of delivery. The item should be returned unused and in its original condition where possible; we'll advise on the best way to do this once you contact us.

Refunds

Once your return or cancellation is approved, we'll process your refund to your original payment method within 10 business days. Please allow extra time for your bank or card provider to complete the transaction. If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us at help@pawandhome.co.uk.