Refund & Return Policy
Refund & Return Policy
At Pawdys, your satisfaction comes first. That's why every order comes with a 30-day money-back guarantee from your date of purchase. We want every customer to feel completely confident in their purchase — and if something isn't right, we'll sort it out together.
Below you'll find everything you need to know about returns, cancellations, and refunds, clearly laid out so you always know exactly where you stand.
If you have any further questions, our team is happy to help at support@pawdys.co.uk.
1. What if the product doesn't fit or suit my dog?
No problem — if the harness, lead, or any other product doesn't fit as expected or your dog just isn't keen on it, we'll take care of it.
We offer easy exchanges so you can get a different size or product. You're also always entitled to a full refund instead of an exchange — just email us at support@pawdys.co.uk with the subject line "Return", and our team will send you all the details you need. See point 4 below for more.
2. What if my item arrives damaged, faulty, or incomplete?
We're sorry if something went wrong with your order — that's not the standard we hold ourselves to.
Please inspect your order as soon as it arrives and contact us within 7 days of delivery if anything is damaged, faulty, or missing. We'll look into it straight away and arrange a free replacement, exchange, or refund — at no extra cost to you.
Reports made more than 7 days after delivery may not be eligible for a free replacement, as we're no longer able to confirm whether the issue happened in transit or afterwards.
3. How long do I have to cancel or return my order?
Under UK consumer law, you have the legal right to cancel your order within 14 days of receiving your goods.
On top of that legal right, we offer a 30-day money-back guarantee from your date of purchase as a goodwill gesture — whichever date works out better for you.
This extended window gives you plenty of time to properly try the product out, see how it fits and how your dog gets on with it, before deciding whether to keep it.
Please note that once your order has been processed and handed to our courier, the shipment itself can't be stopped. In that case, simply return the item to us once it arrives to complete your cancellation.
4. Can I cancel my order before it ships?
Yes — you can cancel your order for a full refund within 24 hours of placing it, as long as it hasn't yet entered our fulfilment process.
To cancel, email us at support@pawdys.co.uk with your order number and reason for cancellation. We'll confirm the cancellation and process your refund within 3–5 business days.
During busy periods or sales, orders can sometimes be processed for dispatch within hours. We'll always try to honour cancellation requests within the 24-hour window, but once an order has been packed or shipped, cancellation may no longer be possible — in that case, please follow our return process once it arrives.
5. How do I cancel or return my order?
To cancel or return your order, please email us at support@pawdys.co.uk with the subject line "Return".
This lets us send you the correct return instructions and everything you need to make the process as simple as possible.
Please get in touch with us before sending anything back. Returning a package without prior notice isn't considered a valid return or cancellation, and unfortunately we won't be able to match it to your order or process a refund.
6. What happens after I send my return back?
Once you've received our return instructions and your package arrives at our warehouse, we'll process your refund within 3–5 business days.
You'll be refunded via the same payment method you used at checkout, and you'll receive a confirmation email once it's done. Please allow extra time for your bank or card provider to complete the transfer.
If more than 15 business days have passed since your return was approved, please get in touch at support@pawdys.co.uk.
7. Do I need to include anything with my return?
It helps if you include your order number and reason for return, so we can process everything quickly and accurately.
8. Can I return an item after the 30 days?
We already go beyond the legal 14-day cancellation right by offering a 30-day window from your purchase date, as a goodwill gesture for our customers.
Once those 30 days have passed, we're unfortunately no longer able to accept returns. As a growing brand, we hope you understand that we need to keep this cut-off consistent so every customer is treated fairly.
9. What items are excluded from returns?
The following can't be returned:
- Items that show signs of heavy use or aren't in their original condition (e.g. significantly soiled or damaged items not caused by a product fault)
- Items purchased at a sale or promotional price (unless faulty, damaged, or incorrect)
- Free or complimentary items included with your order, unless the entire bundle is returned
- Returns or cancellations submitted after the applicable deadline
10. How do I send my return to your warehouse?
We stand behind the quality of our products and want every dog owner to be genuinely happy — whether your dog loves the product or it just wasn't quite the right fit.
To keep things simple, please contact us first by email with the subject line "Return". Once we've received your request, we'll send you all the return details and information about your refund. You can then send your package to us.
Please note: returns sent without prior email contact can't be processed correctly, as we won't be able to match them to your order.
11. Are there any fees for refunds?
No — we don't charge any processing fees for refunds, and you'll always receive the full product amount back.
Please note that any premium or express shipping options selected at checkout aren't refundable, as these fees are charged directly by the courier and are used up once your order ships. If you'd like to exchange an item instead of returning it, a shipping fee of £4.99 applies.
Contact
Pawdys
support@pawdys.co.uk