Returns & Refund Policy

1. Changing Your Mind

You have the right to return most new, unused items within 14 days of receiving them for a full refund.

To be eligible for a return:

• The item must be unused, in its original packaging and in a resellable condition
  
• You must include proof of purchase (order number or receipt)
  

Please contact us before sending any items back so we can provide return instructions.

📧 Email: info@pawease.co.uk

2. Exclusions

For hygiene and safety reasons, we can’t accept returns on:

• Used pet beds, bowls, grooming tools or toys
  
• Personalised or custom-made items
  
• Items returned after 14 days without prior agreement
  

This doesn’t affect your statutory rights if an item is faulty or not as described.

3. Faulty or Damaged Items

If your order arrives faulty, damaged or incorrect, please contact us within 7 days of delivery with photos and your order details.

We’ll arrange a replacement or refund as quickly as possible, and in most cases we’ll cover the return postage.

4. Refunds

Once we’ve received and inspected your return, we’ll notify you and process your refund to your original payment method within 5–10 working days. Original delivery charges are non-refundable unless the item was faulty or sent in error.

5. Exchanges

If you need to swap an item for a different size or colour, please contact us.

We’ll guide you through returning the original item and placing a new order to avoid stock delays.

6. Late or Missing Refunds

If you haven’t received your refund after 7 working days of our confirmation:

1. Check your bank or card provider
   
2. Contact your payment provider (processing times vary)
   
3. If you still have concerns, contact us and we’ll investigate
   

7. Need Help?

We’re here to make the process simple. If you have any questions about returning an item, please contact:
📧 info@pawease.co.uk

PawEase

Making pet care easy – every step of the way.