Refund policy
At Pawfetch we want you and your pet to love every order. If something isn't right, we're here to help.
Your legal right to cancel (EU right of withdrawal)
If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason, under the EU Consumer Rights Directive (2011/83/EU).
The withdrawal period expires 14 days from the day on which you (or a third party you nominate, other than the carrier) take physical possession of the goods. Where an order is delivered in multiple parts, the period runs from receipt of the last item.
To exercise this right, tell us your decision by a clear statement — email hello@pawfetch.com with your order number. You may use the model withdrawal form below, but it is not obligatory. To meet the deadline, it is enough to send your communication before the 14-day period expires.
Effects of withdrawal
If you withdraw, we will reimburse all payments received from you, including standard delivery costs (except any supplementary costs arising if you chose a delivery type other than the cheapest standard delivery we offer). We will make the reimbursement without undue delay, and no later than 14 days from the day we are informed of your decision.
We will use the same means of payment you used for the original transaction, and you will not incur any fees for the reimbursement. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earliest.
You must send the goods back without undue delay and no later than 14 days from the day you communicated your withdrawal. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Pawfetch, CC Marketing Ltd — hello@pawfetch.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: ______
Ordered on / received on: ______
Name of consumer(s): ______
Address of consumer(s): ______
Date: ______
Our 30-day returns promise
In addition to your statutory 14-day right above, we voluntarily offer a 30-day returns window. You may return most items within 30 days of delivery for a refund, provided they are unused, in the same condition you received them, and in their original packaging. This goodwill policy is offered on top of — and does not affect — your legal rights.
How to start a return
Call us on +44 7383 567839 or email hello@pawfetch.com with your order number and the item(s) you'd like to return. We'll reply with return instructions and the return address. For faulty, damaged or incorrect items we'll email you a prepaid return label to print; for change-of-mind returns you pay the return postage at the carrier's actual rate. Please don't send items back before contacting us.
Items that can't be returned
For hygiene and safety reasons, the following are non-returnable unless faulty, as permitted under the Consumer Rights Directive:
- Goods sealed for health protection or hygiene reasons which have been unsealed after delivery
- Personalised or custom-made items
- Perishable goods, including pet food and treats
- Used grooming items
Faulty, damaged or incorrect items
If your item arrives damaged, defective or incorrect, contact us within 30 days of delivery with a photo and your order number and we'll arrange a free replacement or a full refund, including return costs. This is separate from, and in addition to, your statutory rights — including the EU legal guarantee of conformity, under which you have rights for a minimum of two years if goods are not as described or not of satisfactory quality.
Refund timing
Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method. Depending on your bank, it may take a few additional days to appear on your statement.
Dispute resolution
If we can't resolve a complaint, EU consumers may submit it through the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.