Refund policy
Last updated: 4 June 2026
We want you to be completely happy with your order. If something isn't right, here's how returns and refunds work.
1. 30-Day Returns
You can return any order within 30 calendar days of delivery.
Within the first 14 days you can return your order for any reason, no questions asked — that's your legal right as a UK shopper. After that, and up to 30 days, we accept change-of-mind returns as long as the item is unused, unwashed, and in its original condition with all tags, labels, and packaging intact. Just have your order number ready.
2. Fees at a Glance
| Fee | Amount |
|---|---|
| Restocking fee | None |
| Return postage — faulty, damaged or wrong item | Free — we cover all costs |
| Return postage — change of mind | Paid by you |
3. What Can't Be Returned (Change of Mind)
- Items marked as "Final Sale" at the time of purchase.
- Perishable goods and hygiene-sensitive products (for example, certain pet hygiene items) once the seal or packaging has been opened.
- Items that have been used, altered, or damaged after delivery.
These exclusions apply to change-of-mind returns only — they never apply to faulty, damaged, or incorrect items.
4. Faulty, Damaged, or Wrong Items
If your item arrives faulty, damaged, or isn't what you ordered, we'll put it right at no cost to you — a free replacement or a full refund, your choice. In most cases you won't even need to send the item back.
What to do: Email support@pawandpetsupply.com within 30 days of delivery with your order number, a photo of the item and its packaging, and a quick description of the problem. We'll sort it out promptly.
5. How to Return Something
- Contact us first: Email support@pawandpetsupply.com with your order number and the reason for your return. Please don't send anything back before we've confirmed.
- Get confirmation: We'll reply within 1 business day to approve your return and confirm the details.
- Post it: Package the item securely and send it to our UK returns address (Section 6 below). For change-of-mind returns the postage is yours to cover — we recommend a tracked service, as we can't take responsibility for parcels lost on the way back.
6. Return Address
Once your return is approved, please send it to our UK returns facility:
Paw and Pet Supply — Returns
Gateway, Unit 11
Wilders Way
East Midlands
DE74 2XL
United Kingdom
Please include a note with your order number inside the parcel (or write it on the outside) so we can match the return to your order quickly.
⚠️ Please note: our administrative office is in the United States — please don't send returns there, as parcels sent to the US office can't be processed or refunded.
7. Refunds
Once your return arrives and is checked (usually within 3 business days), we'll email you to confirm. Approved refunds are issued within 7 business days to your original payment method, in pounds sterling (GBP). There are no restocking fees — you get the full product price back. Your bank may take a few extra days to show the money in your account.
8. Contact & Business Information
| support@pawandpetsupply.com | |
| Phone | +1 213 778 0199 |
| Response time | Within 1 business day |
| Trading name | Paw and Pet Supply |
| Legal entity | DH SMMA LLC |
| Correspondence address | 7901 4th St N Ste 300, St Petersburg, FL 33702, United States (not a returns address) |
| Business hours | Monday – Friday, 9:00 AM – 6:00 PM (GMT) |
This policy never reduces your legal rights as a UK consumer.