Returns & Refunds Policy

Last updated: 16 May 2026

This Returns & Refunds Policy explains how returns, cancellations, refunds and exchanges work when you place an order through Pawmify.co.uk.

For questions about returns or refunds, please contact us at: hello@pawmify.co.uk
Business Hours: Monday to Friday, 9:00 AM – 5:30 PM (GMT)

This Returns & Refunds Policy should be read together with our Terms and Conditions, Delivery Policy and Privacy Policy.

Nothing in this Returns & Refunds Policy affects your statutory consumer rights.

1. Your Right to Cancel

If you are a consumer in the United Kingdom and you buy products online from Pawmify.co.uk, you may have the right to cancel your order without giving a reason.

You usually have 14 days from the day after you receive your order to tell us that you want to cancel.

If your order is delivered in separate parcels, the 14-day cancellation period usually starts from the day after you receive the last parcel.

To cancel your order, please contact us at: hello@pawmify.co.uk

Please include: your full name; your order number; the email address used for the order; the product you want to cancel or return; and the reason for contacting us, if you choose to provide one.

You do not need to give a reason to cancel within the legal cancellation period.

2. Returning Products After Cancellation

After you tell us that you want to cancel, you must return the product to us, or to the return address we provide, within 14 days.

We will provide return instructions after you contact us. Please do not send products back before receiving our return instructions, as some products may need to be returned to a specific supplier, warehouse or fulfilment partner.

Products should be returned in a condition that allows us to inspect and process the return.

3. Refunds After Cancellation

If you cancel your order within the legal cancellation period and return the product as required, we will refund the price paid for the returned product.

Where applicable, we will also refund the standard delivery cost you paid for the original delivery. If you chose a more expensive delivery option, we only need to refund the cost of standard delivery.

We may reduce your refund if the product has been used, damaged or handled more than necessary to inspect it.

4. When Refunds Are Made

We will make refunds without undue delay. Where you return products to us, we may wait until we have received the returned product or until you provide evidence that you have sent it back.

Refunds will usually be made using the same payment method used for the original purchase. We do not charge a refund fee.

5. Return Shipping Costs

Unless the product is faulty, damaged, incorrect or not as described, you may be responsible for the cost of returning the product.

If the product is faulty, damaged, incorrect or not as described, we will provide an appropriate solution, which may include a refund, replacement, repair or return shipping instructions.

Please contact us before returning any product so we can confirm the correct return process.

6. Products That Cannot Usually Be Returned

Some products may not be eligible for cancellation or return unless they are faulty, damaged, incorrect or not as described. This may include: personalised or custom-made products; perishable products; sealed products not suitable for return for health or hygiene reasons once opened; products that have been used, damaged or altered after delivery; products missing essential packaging, labels, parts or accessories; digital products or services after access has started with your consent.

Your statutory rights are not affected.

7. Faulty, Damaged or Incorrect Products

Please inspect your order when it arrives. If your product is faulty, damaged, incorrect or not as described, please contact us as soon as possible at: hello@pawmify.co.uk

Please include: your full name; your order number; the email address used for the order; a description of the issue; clear photos of the product; and clear photos of the packaging and shipping label, if relevant.

If we confirm that the product is faulty, damaged, incorrect or not as described, we will offer an appropriate solution, which may include a refund, replacement, repair, return instructions or another agreed solution.

8. Change-of-Mind Returns Outside the Legal Cancellation Period

We may, at our discretion, accept some returns outside the legal cancellation period. If we accept such a return, the product must usually be unused, in its original condition and packaging, and returned with all labels, parts and accessories.

We are not required to accept change-of-mind returns outside your legal cancellation rights unless we have clearly agreed to do so.

9. Exchanges

We may offer exchanges depending on product availability. If the product you want is not available, we may offer a refund or another appropriate solution.

10. Orders Not Received

If your order has not arrived within the estimated delivery window, please contact us at: hello@pawmify.co.uk with your order number and tracking information, if available.

We will review the issue and work with the courier, supplier or fulfilment partner where necessary. If your order is confirmed as lost, we will offer a replacement or refund.

11. How to Request a Return or Refund

To request a return or refund, contact us at: hello@pawmify.co.uk

Please include: your full name; your order number; the email address used for the order; the product you want to return or refund; the reason for the request; and photos, if the product is damaged, faulty or incorrect.

We will review your request and provide return instructions where applicable.

12. Refund Method

Refunds will usually be issued to the original payment method used for the order. The time it takes for the refund to appear in your account may depend on your bank, card issuer or payment provider.

13. Abuse of Returns

We may refuse or limit returns where we reasonably believe there is misuse, fraud, repeated abuse of the returns process or a breach of our Terms and Conditions. This does not affect your statutory consumer rights.

14. Contact Us

Pawmify
Email: hello@pawmify.co.uk
Business Hours: Monday to Friday, 9:00 AM – 5:30 PM (GMT)

Nothing in this Returns & Refunds Policy affects your statutory consumer rights under UK law.