Refund policy
Returns & Refunds Policy
At Pawshire, we want you to be happy with your purchase. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
This policy does not affect your statutory rights under UK consumer law.
How to request a return
To request a return, please contact us at support@pawshire.co.uk before sending any item back.
Please include:
• Your full name
• Your order number
• The item you wish to return
• The reason for the return
• Clear photographs or videos if the item is damaged, defective or incorrect
If your return is accepted, we will provide the correct return address and return instructions by email.
Please do not return an item to the address shown on the original parcel, as this may be a supplier, warehouse or carrier address that is not authorised to process returns.
Items returned without contacting us first may not be accepted.
Return eligibility
To be eligible for a return, the item should be unused, undamaged and in the same condition in which it was received, with its original packaging where reasonably possible.
You will also need your order number or proof of purchase.
We may reduce the refund if the item has been used or handled beyond what is reasonably necessary to inspect it.
Change-of-mind returns
For eligible online purchases, customers in the United Kingdom generally have the right to tell us that they wish to cancel within 14 days after receiving their order.
After notifying us, the item should normally be returned within the following 14 days.
For change-of-mind returns, the customer is responsible for the return shipping cost unless we confirm otherwise in writing.
We recommend using a tracked delivery service and keeping proof of postage.
Damaged, defective or incorrect items
Please inspect your order when it arrives.
Contact us as soon as possible at support@pawshire.co.uk if:
• The item is damaged
• The item is defective
• You received the wrong item
• The item is materially different from its description
• Part of your order is missing
Please include your order number and clear photographs or videos of the problem.
After reviewing the case, we may offer an appropriate solution, such as a replacement, refund or partial refund.
For low-value items, we may decide that returning the product is not necessary. This will be confirmed by our customer support team.
Return shipping for faulty or incorrect items
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it.
Where appropriate, Pawshire will provide return instructions and cover reasonable return costs or offer another suitable solution.
Exceptions and non-returnable items
Certain products may not be eligible for a change-of-mind return, including:
• Personalised or made-to-order items
• Perishable goods
• Sealed products that cannot be returned for hygiene or health reasons once opened
• Gift cards
• Products damaged through misuse, neglect or normal wear and tear
Please contact us if you are unsure whether your item can be returned.
These exceptions do not affect your rights if an item is faulty, damaged, incorrect or not as described.
Sale and promotional items
Products purchased during a sale, promotion or with a discount code may still be returned in accordance with this policy.
Any approved refund will be based on the amount actually paid after discounts.
Exchanges
We do not currently offer direct exchanges.
To receive a different product, please request a return for the original item and place a new order separately.
Refunds
We will notify you after receiving and reviewing your return or after approving a refund without requiring the item to be returned.
Approved refunds will be issued to the original payment method.
Where applicable under UK consumer law, refunds will be processed within 14 days after we receive the returned item or acceptable proof that it has been sent back.
Your bank, card provider or payment provider may take additional time to display the refund in your account.
If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at support@pawshire.co.uk.
Cancelling an order before dispatch
To request a cancellation or change before your order has been dispatched, contact us as soon as possible at support@pawshire.co.uk.
We cannot guarantee that an order can be cancelled or changed after processing has started.
If the order has already been dispatched, you may need to wait for delivery and then follow the return process above.
Contact us
For questions about returns, cancellations or refunds, contact:
support@pawshire.co.uk