Refund policy
Returns and refunds
At Pawdock we want you and your pet to be happy with every order. This policy explains your rights and how to return an item. Nothing here affects your statutory rights.
Your right to cancel - 14 days
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of the day you, or someone you nominate, receives the goods. You do not need to give a reason.
To cancel, email us at gowads047@gmail.com with your order number. You may use the model cancellation form, but you do not have to.
Sending items back
Once you have told us you are cancelling, please send the goods back within 14 days. Items should be unused and in a resaleable condition with original packaging where possible. You pay the cost of return postage unless the item is faulty, damaged or not as described.
Refunds
We refund the price you paid for the goods plus the standard delivery charge from your original order, within 14 days of receiving the goods back, or within 14 days of you giving us proof of postage, whichever is sooner. Refunds go back to your original payment method.
If you chose a faster or more expensive delivery option, we refund our standard delivery rate only.
We may reduce a refund to reflect any loss in value caused by handling the goods beyond what is needed to establish their nature, characteristics and how they work.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If something arrives faulty, damaged or not as described:
- Within 30 days of delivery you are entitled to a full refund.
- After 30 days and within six months we will repair or replace the item. If that is not possible, you are entitled to a refund.
We cover return postage for faulty, damaged or incorrect items. Please send a photo where you can, as it often means we can put things right without you posting anything back.
Items that cannot be cancelled or returned
By law the 14-day cancellation right does not apply to:
- Goods made to order or personalised for you
- Sealed hygiene or grooming products once the seal has been broken
- Perishable goods, including fresh and frozen pet food and treats
This does not affect your rights if an item is faulty or not as described.
How to reach us
Email gowads047@gmail.com with your order number and we will reply within two working days.