Refund Policy

Last updated: 26 September 2026

We want you and your dog to be happy with what you've ordered. This page explains your rights and how refunds actually work in practice — it should be read alongside our Terms of Service.

You never need to post anything back to us. Instead of a traditional return, we ask for a photo and a short unboxing/receiving video as evidence, which a real person reviews before approving a refund — you keep the item either way. This is more generous than the law requires (which would normally let us ask for the goods back); we've chosen this instead because it's simpler for you and for us.

1. Changed your mind — up to 30 days

Under the Consumer Contracts Regulations 2013, you have a legal right to cancel most orders within 14 days of receiving your goods, without giving a reason, and to a refund once you've done so. In practice we extend this to 30 days from delivery, and — as above — we don't require you to send anything back: submit a photo and video via Start a Return and, once approved, you keep the item and get refunded.

Made-to-measure items — our mobility carts are built to your dog's individual measurements and can't be cancelled once production has started, in line with Regulation 28(1)(b) of the Consumer Contracts Regulations 2013.

2. Faulty or not as described

If an item arrives faulty, damaged, or doesn't match its description, you're protected by the Consumer Rights Act 2015 — within 30 days of delivery you're entitled to a full refund or replacement. As with all requests, submit a photo and video showing the issue rather than posting the item back.

3. How approval works

Every request is reviewed individually by a person, not approved automatically — this is how we keep the "no need to return it" policy sustainable and fair to genuine customers. We're looking for clear, genuine evidence that matches what was ordered and what you've described. We may occasionally follow up with questions, ask for additional photos, or — in rare cases where something doesn't add up — ask for the item to be sent back after all before a refund is issued. This doesn't affect your underlying statutory rights under either regulation above; it's simply how we verify a claim before money moves.

4. Refunds

Once approved, we process your refund within 14 days to your original payment method. Standard delivery charges are refunded in full when a whole order is cancelled.

5. Delivery

We deliver within the United Kingdom. Standard delivery is free on orders over £40; delivery times and any charge for smaller orders are shown at checkout. Made-to-order items (such as our mobility carts) have a longer lead time, shown on the product page.

6. How to request a refund

Use our Start a Return page with your order number and the email you used at checkout — select the item(s), tell us why, and attach a photo plus your unboxing/receiving video (both required, no exceptions). You can also email hello@thepawsupport.com directly if you'd rather.