Refund policy
Returns & Refunds Policy
We hope you are happy with your MyPawPaw purchase. If you change your mind or there is a problem with your order, we are here to help.
This policy explains how we handle returns fairly and in accordance with UK consumer law.
Changing Your Mind
For most products purchased online, you can cancel your purchase without giving a reason.
Please notify us within 14 days after the day you receive your order. You then have a further 14 days from notifying us to send the goods back.
To cancel or arrange a return, email apexglobal738@gmail.com with your order number and the items you wish to return. A clear statement that you wish to cancel is sufficient; you do not need to wait for our approval to exercise your statutory cancellation rights.
We do not offer an additional change-of-mind return period beyond these statutory time limits. This does not affect your rights relating to faulty or misdescribed goods.
Returning Your Items
Please return items to:
Office 7
Storage King York - Self Storage Units
Water Ln
York YO30 6PQ
United Kingdom
Pack the items securely and include your order number or other proof of purchase. We recommend keeping proof of postage until your return has been resolved.
Please return the goods you received from us, including any accessories or components supplied with them. Include the original packaging and tags where reasonably possible.
Reasonable Inspection and Item Condition
You may inspect or try on goods as you would in a shop to assess their nature, characteristics and functioning.
Please take reasonable care of items while deciding whether to keep them. For pet clothing, keep fittings brief and indoors, and avoid outdoor wear, washing or extended use. For toys and care products, avoid play, consumption or use beyond what is reasonably necessary to inspect them.
These care guidelines are not automatic grounds for refusing a statutory cancellation.
If handling beyond reasonable inspection reduces an item's value, we may deduct an appropriate amount from your refund to reflect the actual loss in value. This may include loss caused by outdoor wear, washing, staining, persistent odours, chewing, damage or missing components.
Each return will be assessed individually. We will explain any deduction and its basis. We do not charge a fixed restocking or return processing fee.
Opening packaging, reasonable inspection or missing packaging alone does not remove your statutory cancellation rights.
Return Delivery Costs
You are responsible for the direct cost of returning items when you change your mind.
If an item is faulty, damaged on arrival or incorrect, we will arrange an appropriate return method or cover reasonable return delivery costs. Please contact us so we can help organise this.
Exceptions to Change-of-Mind Returns
The statutory right to cancel does not apply to certain products, including:
-
Goods made to your specifications or clearly personalised.
-
Sealed goods that are unsuitable for return for genuine health protection or hygiene reasons, where the seal has been broken after delivery.
-
Goods that are liable to deteriorate or expire rapidly.
These exceptions apply only where the relevant legal criteria are met. An item is not excluded from returns simply because it is a pet product.
These exceptions do not affect your rights if an item is faulty or not as described.
Faulty, Damaged or Incorrect Items
Please contact apexglobal738@gmail.com if an item arrives damaged, is faulty, is not as described or is different from what you ordered.
Include your order number and a description of the problem. Photographs can help us investigate, but are not a condition of exercising your statutory rights.
Under UK consumer law, you will generally have a short-term right to reject faulty or misdescribed goods within 30 days of delivery and receive a refund. After this period, you may still be entitled to a repair, replacement or other remedy, depending on the circumstances.
Damage caused by misuse, accidental damage or normal wear and tear does not by itself establish a product fault. We will assess the circumstances in accordance with UK consumer law.
Our change-of-mind return period does not limit your rights relating to faulty or misdescribed goods.
Return Checks
We may check proof of purchase, the identity of returned goods and their condition to assess your return.
If a parcel contains a different item, missing goods or information inconsistent with the purchase, we will contact you to clarify the issue before determining the appropriate outcome.
Any checks will be reasonable and will not override statutory refund deadlines. We will not reject a valid statutory claim solely because a customer has made previous returns.
Refunds
For a valid change-of-mind cancellation, we will issue your refund without undue delay and within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.
Refunds will be made to your original payment method unless you expressly agree otherwise, subject to any lawful deduction for diminished value. We do not charge a refund processing fee.
If you cancel your entire order, we will also refund any standard outbound delivery charge you paid. If you selected a more expensive delivery option, we are only required to refund the amount of our least expensive standard delivery option.
Where standard delivery was free, we will not deduct our original outbound delivery costs from your refund.
Refunds for faulty or misdescribed goods will be handled in accordance with the applicable statutory requirements.
Your bank or payment provider may take additional time to display the refund in your account.
Exchanges
Exchanges are subject to availability. If you would like a different size or product, please contact us.
Alternatively, you can return the original item under this policy and place a new order.
Cancelling Before Dispatch
If you wish to cancel an order before dispatch, contact us as soon as possible.
If your order has already been dispatched, you can still exercise any applicable cancellation rights and return it under this policy.
Your Statutory Rights
Nothing in this policy limits or excludes your rights under UK consumer law.
Sale items have the same statutory rights as full-price items.
Contact Us
For returns and refund enquiries, please email: