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Our policy lasts 14 days. If 14 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange.

Paw Pals guarantees total customer satisfaction with the items you purchase from


Returns And Exchange Policy

If you would like to return any item(s), for either a refund or exchange, you'll need to contact us via email.

It is important that all conditions are met:

  • If your package did not arrive on time, please write to us. We'll help you!
  • Please don't send any items back to us until you've emailed regarding the reasons for the return.
  • Any returns must be in resalable condition and in its original packaging. 
  • Once we approve your return, we'll send you details of where to send your order to, and what happens next.
  • When we've received the return it can take up to 5 working days to process your request and issue a refund or exchange. We may contact you to discuss options, and if you've requested an exchange to confirm the product you'd like.
  • Items must be returned within 14 days of the delivery date.
  • We may ask you to provide photos if an item is damaged, faulty or the wrong size.
  • We also need a tracking number for returns. Please, when you ship to return, please send us the tracking number of the parcel.

Returns Address 

To return your product, you should mail your product to:


21 Palmer Avenue 


LE11 5NH

United Kingdom 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

If you are sending back an item over £50, you should consider using a trackable delivery service or purchasing delivery insurance. We don’t guarantee that we will receive your returned item.

Please note: When returning your order, you will need to add a note with your name/order number and a brief summary for the reason of returning, for example; exchange my order for "x" in size "x" or the item is not wanted.

    If you have received your item(s) and it is defective or incorrect: 

    -Take a picture of the defective/incorrect item(s) showing the issue.
    -Email us at

    *Further instructions will be given through email. 


    How will my refund be distributed?

    - You will be refunded for the product(s) total, plus applicable sales tax paid. 

    -Please be aware that the product must come in its original packaging and must be returned in the original condition that it was received, unused. We reserve the right to decline any item that comes back to us used.

    - Please note that we do not refund shipping costs.


    When do i get my refund?

    Refunds are processed and sent back to the original form of payment within 5 days after we receive your returned item. 

    Late or missing refunds? (if applicable)

    -If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. This can vary with banking organisations.
    -If you have purchased via apple pay or paypal, please double check with the respected company as typically they will need to approve the refund on their side before it's officially posted to yourself.
    -If you’ve done all of this and you still have not received your refund yet, please contact us at and we will be happy to assist.


     In case of damage or incorrect item(s) 

    Please do not send your purchase back to the manufacturer.

    Send us an email stating your concern and attach a picture or a video of the item(s) showing the size tag and its original packaging within 48 hours upon receipt of the order and we will send you a replacement. Note: Our team will inspect / verify the photo(s) or video before we issue out a replacement. Customer will also have to return the damage item in order to receive a replacement. Further instructions will be given through email. 


    There are certain situations where only partial refunds are granted (if applicable)

    -Book with obvious signs of use
    CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
    -Any item not in its original condition, is damaged or missing parts for reasons not due to our error.


    There are certain situations where we do not issue refunds (if applicable)

     - Personalised products


     Coupon Codes 

    -Discount codes must be applied at time of checkout - You must press "Apply" to see the order total update.

    -We cannot adjust any prices after the order has been submitted. 

    -Only one code can be used on a purchase. 

    -Coupon codes cannot be applied to previous purchases.