Returns Policy

1. Your right to cancel.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel an order within 14 days of receiving it, without giving a reason. This policy explains how to do that.

2. How to cancel.

To exercise your right to cancel, email [email protected] with:

• Your order number.
• A clear statement that you wish to cancel.

We’ll acknowledge within one working day and send return instructions.

3. Returning the goods.

You must return the items within 14 days of telling us you’re cancelling. They must be:

• Unused, unworn, unwashed.
• Free of hair, dirt, and damage.
• In original packaging with labels intact.

You are responsible for the cost of return postage unless the item was faulty or wrongly described, in which case we cover it.

We recommend using a tracked service — you bear the risk of return loss in transit.

4. Refunds.

Once we receive and inspect the returned items, we’ll refund you in full within 14 days (usually 5 working days). Refunds go to the original payment method.

Original outbound shipping costs are refunded only where the return is due to our error (wrong item or fault). Otherwise the original shipping cost is retained.

If returned items are not in resaleable condition we may refuse the return or deduct from the refund. We’ll always tell you why.

5. Exceptions: items not eligible for return.

The following are not eligible for return:

• Custom-length leads — made to your specification.
• Opened consumables (treats, chews, etc.) — food hygiene grounds.
• Items showing signs of use, damage caused after delivery, or contamination by hair or dirt.

6. Faulty or misdescribed items.

If an item is faulty, damaged on arrival, or doesn’t match its description, contact us within 48 hours of delivery. We’ll offer a replacement or full refund (including return postage) under the Consumer Rights Act 2015.

7. Your statutory rights.

This policy is in addition to your statutory rights under UK consumer law and does not affect them.

8. Contact.

Pawshtails Ltd, Ground Floor, 73 Liverpool Road, Crosby, Merseyside, United Kingdom, L23 5SE. Email: [email protected].