Refund policy
Return & Refund Policy
At Paws & Claws Emporium, your satisfaction is our priority. We want you and your pets to love every product you receive. If something isn't right, we're here to make it right.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your items, without giving any reason. To exercise this right, please notify us within 14 days of delivery by emailing tommccartney78@gmail.com.
Once you have notified us of your wish to cancel, you have a further 14 days to return the goods to us. We will issue a full refund of the product price within 14 days of receiving the returned items.
Our 30-Day Returns Policy
In addition to your statutory rights, we offer a 30-day returns window from the date you receive your order. To be eligible for a return under this policy:
- The item must be unused and in its original condition
- All original packaging, labels and tags must be intact
- You must have proof of purchase (order confirmation email)
Items that show signs of use, damage caused after delivery, or that are missing packaging may not be eligible for a full refund.
How to Request a Return
To start a return, please email us at tommccartney78@gmail.com with your order number and reason for return. We will respond within 2 business days with return instructions. Please do not send items back without contacting us first — unrequested returns may not be processed.
Return postage costs are the responsibility of the customer, except in cases where the item is faulty, damaged, or incorrectly sent (see below).
Faulty, Damaged or Incorrect Items
Under the Consumer Rights Act 2015, you are entitled to a repair, replacement or full refund if goods are faulty, not as described, or unfit for purpose. If you receive an item that is:
- Damaged or defective on arrival
- Not as described on our website
- The wrong item entirely
Please contact us at tommccartney78@gmail.com within 48 hours of delivery with your order number and a photo of the issue. We will arrange a free return, replacement or full refund at no cost to you.
Refund Processing
Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be processed back to your original payment method within 5–10 business days. Please note that your bank or card issuer may take additional time to post the credit to your account.
If more than 10 business days have passed since we approved your return and you haven't received your refund, please contact us.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless faulty:
- Pet food and treats that have been opened
- Personalised or custom-made items
- Items clearly marked as non-returnable at the time of purchase
Contact Us
If you have any questions about our return policy, please don't hesitate to get in touch:
Email: tommccartney78@gmail.com
Brand: Paws & Claws Emporium