Refund policy

Last updated: 30 October 2026

Our 30-day Happy-Paws Guarantee

We want you and your pet to love every order. If you're not happy with something, tell us within 30 days of delivery and we'll put it right with a refund or a replacement.

Your legal right to cancel

Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of receiving it. You then have a further 14 days to send the item back. Our 30-day guarantee is in addition to this right, not instead of it.

When you cancel a whole order, we refund the price of the items and the standard delivery charge you paid. We'll refund you within 14 days of receiving the item back, or of you giving us proof that you've sent it, whichever is sooner.

How to return an item

Email us at pawmerton@gmail.com with your order number and the item(s) you'd like to return.
We'll reply within 2 working days with the return address and instructions.
Please don't post items back before contacting us, as they may not reach the right place.

Return postage

Changed your mind: you pay the cost of sending the item back. We recommend a tracked service.
Faulty, damaged or wrong item: we cover all costs. In most cases we'll just ask for a photo and send a refund or replacement without you needing to return anything.

Condition of returns

Please return items unused and, where possible, in their original packaging. If an item has been used beyond what's needed to check it, we may reduce your refund to reflect the loss in value. For hygiene reasons, grooming items that have been unsealed and used, and bowls or chews that show signs of use, can only be returned if they are faulty.

Faulty items

Your rights under the Consumer Rights Act 2015 are not affected. If an item is faulty, not as described or not fit for purpose, you're entitled to a repair, replacement or refund. Within 30 days of delivery you can reject it for a full refund.