Returns & Refund Policy

Last updated: 30 July 2026

This Returns & Refund Policy explains how to request a cancellation, return or remedy for an order from Pawtigo Pets. Mandatory consumer rights in your country always take priority where they provide greater protection.

1. Contact us before returning anything

Email support@pawtigopets.com with your order number, the item concerned and the reason for your request. If the product is damaged, defective or incorrect, include clear photographs or video where reasonably possible.

Wait for return instructions before sending an item. Products may be fulfilled from different locations, and the address on a parcel label is not necessarily the correct returns address. Unauthorised returns sent to the wrong location may be delayed or lost.

2. Change-of-mind withdrawal

Where the statutory right of withdrawal applies to your online purchase, you may notify us that you wish to withdraw within 14 calendar days after the day you, or a person nominated by you, receives the goods. You do not need to provide a reason.

After notifying us, return the eligible goods within the period required by applicable law. You may inspect an item as you would in a physical shop, but you can be responsible for diminished value caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

3. Return condition

For a change-of-mind return, keep the item complete and, where reasonably possible, in its original condition with accessories, instructions and packaging. Do not use, wash, alter or damage it beyond the inspection needed to decide whether it is suitable.

4. Exceptions

The statutory withdrawal right may not apply to categories excluded by applicable law, including:

• goods made to your specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• sealed goods unsuitable for return for health protection or hygiene reasons once unsealed; and
• other items lawfully exempt from the withdrawal right.

An exception to change-of-mind withdrawal does not remove your rights when goods are defective, damaged or not as described.

5. Damaged, defective, incorrect or non-conforming goods

Contact us as soon as reasonably possible if an item arrives damaged, is incorrect, develops a fault or does not match its description. Do not dispose of the item or packaging until we have reviewed the claim unless keeping it would be unsafe.

Depending on the circumstances and applicable law, the remedy may include repair, replacement, price reduction or refund. Where we accept that goods are defective or non-conforming, the remedy and necessary return will be provided without cost to the consumer where required by law.

6. Return delivery costs

For an eligible change-of-mind return, the customer bears the direct return delivery cost unless we agree otherwise or applicable law requires us to pay it. Use a tracked service and retain proof of dispatch. We are not responsible for a return lost before it reaches the authorised return location.

We cover necessary return costs for accepted damaged, defective, incorrect or non-conforming goods where required by law. Do not purchase a return service before receiving our instructions.

7. Refunds

Approved refunds are issued to the original payment method. Banks and payment providers may require additional time to show the credit after it has been processed.

For a valid statutory withdrawal, we will reimburse the payments required by applicable law, including the least expensive standard outbound delivery option where applicable. We may withhold reimbursement until we receive the goods or you provide evidence of return, whichever occurs first, where the law permits.

Upgraded or express delivery costs are not refundable beyond the cost of the least expensive standard option unless required by law or the service was not provided as agreed.

8. Cancellations before dispatch

Contact us immediately if you need to cancel or change an order. We will try to stop fulfilment, but cancellation is not guaranteed once processing or dispatch has started. If it is too late to cancel, the applicable return or withdrawal process can be used after delivery.

9. Exchanges

Availability changes quickly, so we do not guarantee direct exchanges. When an exchange is not practical, the appropriate solution may be a return and a separate new order. This does not limit remedies required for defective or non-conforming goods.

10. Legal guarantee

Consumers may have a legal guarantee against goods that are faulty or not as advertised. For consumers protected by EU rules, this includes a minimum two-year legal guarantee from receipt of the goods. National law may provide additional rights. This legal guarantee is separate from the 14-day change-of-mind withdrawal period.

11. Contact

Send return, cancellation and refund requests to support@pawtigopets.com or use our Contact page.