Refund policy

Last Updated: 29 July 2026

Welcome to PAWSOME PET PANTRY, operated by PAWSOME PET PANTRY LTD. We want customers to be satisfied with their purchases.

This Return & Refund Policy explains the conditions and procedures for returns, refunds, cancellations, and exchanges. Nothing in this policy limits your statutory rights under applicable UK consumer law.

1. Return Period

We offer a 30-calendar-day return window beginning on the date your order is delivered.

To request a return, you must contact us within 30 calendar days of delivery.

After notifying us, you should return the eligible product without unnecessary delay and normally within 14 calendar days of receiving our return instructions.

2. Return Eligibility

To qualify under our voluntary 30-day return policy, products should normally be

  • Unused, unworn and unwashed
  • In their original condition
  • Free from pet hair, odours, stains or signs of pet use
  • Returned with the original packaging, labels and tags
  • Returned with all included parts and accessories
  • Securely packaged to prevent damage during transit
  • Accompanied by proof of purchase

Customers may inspect a product in the same way they reasonably could in a physical shop.

If a product has been handled beyond what is reasonably necessary and its value has been reduced, we may make a reasonable deduction from the refund where permitted by law.

3. Online Cancellation Rights

Customers purchasing eligible products online generally have the right to cancel without providing a reason.

Customers must normally:

  • Notify us within 14 calendar days beginning the day after delivery.
  • Return the products within a further 14 calendar days after notifying us.

Our 30-day return policy provides additional time and does not remove or restrict statutory cancellation rights.

4. Change-of-Mind Returns

You may request an eligible change-of-mind return within 30 calendar days of delivery.

For change-of-mind returns:

  • The customer is responsible for return shipping costs.
  • Products must meet the return eligibility conditions.
  • Products must be packaged securely.
  • A tracked return service is recommended.
  • Proof of postage should be retained until the refund is completed.

We are not responsible for change-of-mind returns until they are received by us or our authorized return facility.

5. Faulty, Damaged or Incorrect Products

Please inspect your order after delivery.

Contact us promptly if a product:

  • Arrives damaged
  • Is faulty or defective
  • Is not as described
  • Is not fit for its normal purpose
  • Is not of satisfactory quality
  • Is different from the product ordered
  • Has missing components or accessories

When contacting us, please provide:

  • Your full name
  • Order number
  • A description of the problem
  • Clear photographs or videos where appropriate
  • Photographs of the packaging if the parcel arrived damaged

Where a product is confirmed as faulty, damaged, misdescribed, or incorrectly supplied, we will provide an appropriate remedy. This may include a refund, replacement, repair, exchange, or price reduction.

We will cover reasonable return shipping costs for confirmed faulty, damaged, or incorrect products.

6. Faulty Products Within 30 Days

Under the Consumer Rights Act 2015, customers may have a short-term right to reject faulty products within 30 days of receiving them.

Where this right applies, the customer may request a refund.

After the initial 30-day period, a repair or replacement may normally be offered before a final refund or price reduction, depending on the circumstances.

These rights are separate from our voluntary change-of-mind return policy.

7. Return Shipping Costs

Change-of-Mind Returns

The customer is responsible for return shipping costs when returning a product because:

  • They changed their mind
  • They selected the wrong size or colour
  • They ordered the wrong product
  • The product is no longer required
  • The product is unsuitable for their preference but is otherwise as described

Faulty or Incorrect Products

PAWSOME PET PANTRY will pay reasonable return shipping costs when:

  • The product is faulty or defective
  • The product arrived damaged
  • The incorrect product was supplied
  • The product is materially not as described
  • The return resulted from an error made by us

We may provide a prepaid return label or another suitable return method.

8. Restocking Fee

We do not charge a restocking fee.

Restocking fee: 0%

However, where permitted by law, we may make a reasonable deduction if the customer has used or handled a product beyond what was necessary and reduced its value.

9. How to Request a Return

To request a return:

  1. Email us at support@pawsomepetpantry.com.
  2. Provide your full name and order number.
  3. Identify the product you wish to return.
  4. Explain the reason for the return.
  5. Include photographs if the product is damaged, faulty, or incorrect.
  6. Wait for our return instructions and designated return address.
  7. Package the product securely and keep proof of postage.

Please do not send products directly to our registered office unless we specifically instruct you to do so. Our registered office may not be our product return facility.

Contacting us first helps us provide the correct return address and prevents unnecessary delays. This requirement will not be used to deny a valid statutory return right.

10. Refund Processing

After receiving and inspecting an eligible returned product, we will process the refund without undue delay.

Refunds will be processed within 14 calendar days after we receive the returned product or acceptable evidence that it has been returned, where applicable.

The refund will normally be issued to the original payment method used for the purchase.

Customers will receive an email confirmation after the refund has been processed. Banks and payment providers may require additional time to display the funds.

11. Delivery Charge Refunds

If you cancel an entire eligible online order under your statutory cancellation rights, we will refund the cost of our standard delivery service.

If you selected a more expensive delivery option, we are not required to refund the additional amount above the standard delivery cost.

Original delivery charges may not be refunded for voluntary or partial returns outside statutory cancellation rights.

This does not affect your right to recover appropriate delivery costs where the product was faulty, damaged, incorrect, or not as described.

12. Refund Deductions

Where permitted by law, we may make a reasonable deduction if:

  • The product has been used beyond reasonable inspection.
  • The product has been washed, altered, or modified.
  • The product contains pet hair, odours, stains or bite marks.
  • Parts, labels, accessories, or instructions are missing.
  • The product was damaged while in the customer’s possession.
  • The customer’s handling has reduced the product’s value.

Any deduction will reflect the actual reduction in value. We will not apply an arbitrary penalty or restocking charge.

13. Non-Returnable or Restricted Products

Except where required by applicable consumer law, the following products may not qualify for a change-of-mind return, or the refund amount may be reduced where legally permitted:

  • Pet toys or accessories that have been used, chewed, scratched, washed, soiled, stained, or damaged
  • Products showing signs of pet use, including pet hair, saliva, odours, bite marks, or claw marks
  • Cat scratchers, cat condos, ball-track toys, lick mats, or other enrichment products that have been used or damaged after delivery
  • Products damaged through incorrect assembly, misuse, neglect, improper handling, or improper storage
  • Products that have been altered, repaired, or modified after delivery
  • Products returned with missing components, such as balls, ropes, cushions, suction cups, attachments, tags, packaging, or other included accessories
  • Products returned outside the applicable 30-day return period
  • Products that cannot be reasonably verified as having been purchased from PAWSOME PET PANTRY

This section does not affect your statutory rights. If a product is faulty, damaged on arrival, incorrectly supplied, or not as described, please contact us for an appropriate resolution.

14. Exchanges

We may provide an exchange when:

  • A product arrives damaged
  • A product is faulty
  • An incorrect product was supplied
  • A different eligible size or variation is required and stock is available

Change-of-mind exchanges are subject to the same eligibility conditions as returns.

Customers may be responsible for shipping costs for change-of-mind exchanges. We will cover reasonable shipping costs where an exchange is required because of our error or a confirmed fault.

15. Order Cancellations

Contact us immediately if you wish to cancel an order.

If the order has not been dispatched, we will try to cancel it and issue the appropriate refund.

If the order has already been dispatched, we may be unable to stop delivery. You may still have cancellation and return rights after receiving the order.

16. Late or Missing Refunds

If you have received a refund confirmation but cannot see the funds:

  1. Check the original payment account.
  2. Allow time for your bank to process the refund.
  3. Contact your bank, card issuer, or payment provider.
  4. Contact us if the refund still cannot be located.

The processing time applied by a bank or payment provider is separate from our 14-calendar-day refund processing period.

17. Contact Information

For returns, refunds, cancellations, or exchanges, please contact:

Legal Business Name: PAWSOME PET PANTRY LTD
Trading and Website Name: PAWSOME PET PANTRY
Company Number: 15735811
Registered Office Address: 41 Dragonfly Way, Houghton-le-Spring, England, DH4 7BN, United Kingdom
Website: pawsomepetpantry.com
Email: support@pawsomepetpantry.com
Telephone: +44 7789 063118

Our registered office may not be our product return address. Please contact us for the correct return address before sending any product.

18. Policy Updates

We may update this policy if our products, return procedures, or legal obligations change.

The latest version will be published on this page with an updated revision date.