We want you and your pets to be happy with every purchase from pawcowo.com. This Refund and Returns Policy explains how returns, exchanges, and refunds are handled.
If you change your mind about a product, you may request a return within 14 days from the date you receive your order. To start a return, please contact us at [email protected] with your order number and details of the item you wish to return. We will provide instructions for returning the product.
Returned items must be unused, in their original condition, and in the original packaging, including any tags or accessories. For hygiene and safety reasons, we are unable to accept returns of products that have been clearly used, damaged by pets, or are not suitable for resale. Please pack items securely to avoid damage in transit.
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, a refund will be issued using the original payment method via Amazon Pay within a reasonable timeframe. Depending on your bank or card issuer, it may take additional time for the refund to appear in your account.
If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible and within 30 days of delivery, providing photos and a description of the issue. Where a product is confirmed to be faulty or incorrect, we will offer a replacement, repair, or refund in line with your statutory rights, and we may cover reasonable return shipping costs.
This policy does not affect your legal rights under UK consumer law, including your right to receive goods that are as described, of satisfactory quality, and fit for purpose. If you believe your statutory rights have been affected, please contact us and we will work with you to resolve the issue.
We reserve the right to refuse a refund or reduce the amount refunded where returned goods show signs of use, damage, or handling beyond what is necessary to check their nature, characteristics, and functioning.
To discuss a return or refund, please contact:
Email: [email protected]
Phone: +44 7376 530716