Refund policy
Return & Refund Policy
At Pawlace, we want you and your pet to be happy with your purchase. If something is not right, we are here to help.
This Return & Refund Policy applies to orders placed through pawlace.shop.
1. Change of Mind Returns
If you are a customer in the United Kingdom, you have the right to cancel most online purchases within 14 days of receiving your order.
After notifying us that you wish to cancel, you then have another 14 days to return the item to us.
To be eligible for a change of mind return, the item must be:
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Unused and in the same condition that you received it
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In its original packaging, where possible
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Free from pet hair, odours, stains, damage, or signs of use
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Returned with all accessories, manuals, tags, and packaging included
To start a return, please contact us at:
Please include your order number, full name, and the reason for your return.
2. Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, defective, or different from what you ordered, please contact us as soon as possible at:
Please include:
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Your order number
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A short description of the issue
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Clear photos or videos showing the problem
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Photos of the packaging, if the item arrived damaged
If the item is confirmed to be faulty, damaged, or incorrect, we may offer a replacement, refund, or another suitable solution.
Your statutory rights are not affected.
3. Items That Cannot Be Returned
For hygiene and safety reasons, we may not be able to accept returns for certain items if they have been used, opened, damaged, or are no longer in a resellable condition.
This may include, but is not limited to:
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Used pet beds, mats, blankets, or cushions
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Grooming products that have been opened or used
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Bowls, feeders, or water products that show signs of use
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Items with pet hair, stains, odours, scratches, or visible wear
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Personalised or custom-made items
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Gift cards or digital products, if applicable
If you are unsure whether your item can be returned, please contact us before sending it back.
4. Return Shipping Costs
For change of mind returns, customers are responsible for the cost of return shipping unless otherwise stated.
We recommend using a tracked shipping service, as we cannot be responsible for items that are lost or damaged during return transit.
If the item is faulty, damaged, or incorrect, we will review the issue and, where appropriate, cover reasonable return shipping costs or provide another suitable solution.
5. Refunds
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.
If approved, your refund will be processed back to your original payment method.
Refunds are usually processed within 5–10 business days after approval, depending on your bank or payment provider.
For eligible cancellations, we will refund the cost of the item and the standard delivery charge, where required by UK consumer law. Any extra delivery costs chosen by the customer, such as express shipping, may not be refunded.
6. Late or Missing Refunds
If you have not received your refund yet, please first check your bank account again.
Then contact your card provider or payment provider, as it may take some time before your refund is officially posted.
If you have done this and still have not received your refund, please contact us at:
7. Exchanges
We only replace items if they are faulty, damaged, or incorrect.
If you need to request an exchange, please contact us at:
Please include your order number and photos or videos of the item.
8. Return Address
Please do not send your item back before contacting us.
Once your return request is approved, we will provide the correct return instructions and return address.
Returns sent without prior approval may not be accepted.
9. Order Cancellations
If you wish to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we will do our best to cancel it.
If your order has already been shipped, you may need to wait until it is delivered and then follow our return process.
10. Contact Us
If you have any questions about returns, refunds, or exchanges, please contact our support team:
Pawlace
Email: support@pawlace.shop
Website: pawlace.shop