Our promise: If you're not completely satisfied with your PawCraft purchase, return any unused item within 30 days of delivery for a full refund — no questions asked. Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.
Eligibility for Returns
You may return an item within 30 days of receiving it, provided it is:
- Unused, unwashed and in its original condition
- In the original packaging with all tags intact
- Accompanied by your order reference number
The following items cannot be returned for hygiene reasons:
- Opened grooming products (brushes, nail grinders) that have been used
- Personalised or custom-made items
- Items marked as "Final Sale"
How to Return – Step by Step
Contact us
Email returns@pawcraft.co.uk with your order reference number and reason for return. We'll reply within 24 hours with a return authorisation.
Pack your item
Securely pack the item in its original packaging (or equivalent) and include your order reference number inside the parcel.
Ship it back
Send the parcel to the return address provided in our email. We recommend using a tracked service — return postage costs are the customer's responsibility unless the item is faulty.
Receive your refund
Once we receive and inspect the item, we'll process your refund within 5 business days. Refunds are issued to your original payment method.
Refund Timeline
After we process your refund:
- Debit/credit card: 3–5 business days to appear on your statement
- PayPal: 1–3 business days
- You will receive a confirmation email when the refund is issued
Faulty or Damaged Items
If your item arrives damaged or faulty, we will cover all return postage costs and offer either a full refund or a free replacement — your choice. Please email us within 7 days of delivery with photos of the damage and we'll resolve it immediately.
Wrong Item Received
If we sent the wrong item, we sincerely apologise. Email us at returns@pawcraft.co.uk and we will dispatch the correct item the same day at no extra charge, plus arrange free collection of the incorrect item.
Statutory Rights
Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, you have a statutory right to cancel your order within 14 days of receiving it (the "cooling-off period") and receive a full refund including standard delivery costs. Our 30-day policy is more generous than this statutory minimum.
Contact for Returns
Email: returns@pawcraft.co.uk
We aim to respond to all enquiries within 24 hours on business days (Monday–Friday, 9am–5pm GMT).