Refund policy

Return and Refund Policy

Last updated: 8 August 2026

We want you to be confident when ordering from Paw Comfort UK. This policy applies to consumer purchases made through pawcomfort.co.uk and does not limit your statutory rights.

Your 14-day right to cancel

For most products bought online, you may tell us that you wish to cancel within 14 days after the day you receive the goods. You do not need to give a reason. After notifying us, you must send the goods back within a further 14 days.

To start a return, email pawcomfort.sara@gmail.com with your order number and the products you wish to return. We will provide return instructions and the authorised UK return address. Please do not send a parcel to an address shown on packaging or elsewhere without authorisation, as it may not be the correct returns location.

Condition of returned goods

You may inspect the goods as you would in a shop. Please return all parts, accessories, instructions and, where reasonably possible, the original packaging. We may reduce the refund only to reflect an actual reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, as permitted by law.

We do not charge a fixed restocking fee when a consumer exercises a statutory right to cancel.

Return shipping costs

For a change-of-mind return, you are responsible for the direct cost of returning the goods, provided we informed you of this before purchase. Large dog crates, kennels and playpens can be expensive to return, so please measure carefully before ordering. Use a tracked and appropriately insured service and keep proof of postage.

If the goods are faulty, damaged on arrival, incorrect or not as described, contact us before returning them. Where the law requires, we will arrange or reimburse reasonable return costs.

Refunds

We will refund eligible payments within 14 days after we receive the returned goods or, if earlier, after you provide evidence that they have been sent back. Refunds are issued to the original payment method unless otherwise agreed.

When you exercise the statutory right to cancel, we will also refund the cost of our least expensive standard outbound delivery option. Any additional amount paid for premium or expedited delivery is not refundable unless required by law.

Faulty, damaged or incorrect goods

Please inspect your order promptly and email us as soon as possible if an item is damaged, defective, incorrect or incomplete. Include your order number, a description of the problem and clear photographs or video where useful. A short reporting request does not remove any rights you have under UK consumer law.

Items that may not be returnable

Some statutory exceptions may apply, including goods made to your specifications or clearly personalised, and sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. We will tell you before purchase where an exception applies. Gift cards are not returnable except where required by law.

Order cancellation before dispatch

Email us immediately if you wish to cancel before dispatch. We will try to stop the order, but this cannot be guaranteed once processing has begun. If it has already shipped, follow the return process above.

Exchanges

The quickest way to obtain a different product is normally to return the eligible item and place a new order after the return has been approved.

Contact

Paw Comfort UK
Email: pawcomfort.sara@gmail.com