Delivery & Returns

This page explains how delivery works, your rights to cancel and to a refund, and how to ask for one. It should be read alongside our Terms of Service.

1. Who sells to you and how orders are fulfilled

This website is operated by Website Prism Ltd (trading as The Paw Support). We do not hold stock ourselves: when you order, we place your order with our supplier, and they dispatch it to you from their UK warehouse by tracked courier. We remain your seller and are responsible for your order.

2. Delivery

We deliver within the United Kingdom (England, Scotland, Wales and Northern Ireland; we do not currently deliver to the Channel Islands or the Isle of Man). Standard delivery costs £3.99 and is free on orders of £40 or more. The delivery charge is shown in your basket and at checkout before you pay.

Orders are normally dispatched within 1-2 working days and delivered within 2-4 working days after dispatch, so please allow up to 6 working days in total. Some postcodes (for example Highland and island areas and Northern Ireland) can take a little longer. We'll email you when your order is being processed and again with tracking details once it ships.

If we haven't delivered by the date we gave you, or within 30 days of your order if no date was given, you can cancel and be refunded; you can also set us a new deadline first. Goods are at your risk once delivered to you.

3. Your legal right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Charges) Regulations 2013 you can cancel any order for any reason, without giving a reason, from the day you place it until 14 days after the day you receive the goods (the last item, if your order arrives in separate deliveries).

To cancel, tell us clearly by emailing hello@thepawsupport.com, by using our online form, or by using the model cancellation form below. You don't have to use the form, and you don't need to give a reason or provide photos or video.

If you cancel, we will refund the price you paid for the goods and the standard delivery charge within 14 days of you telling us you are cancelling. Because we let you keep the item, we do not need the goods back, and we won't charge you any return costs.

Made-to-measure or personalised items. If we ever sell items made to your individual specification, the right to cancel does not apply once you have ordered them (Regulation 28(1)(b)). We will say so clearly on the product page before you pay. Your rights if such goods are faulty are not affected.

4. Our 30-day refund policy

In addition to your legal right above, for 30 days after delivery you can ask us for a refund for any reason, and we will refund you and let you keep the item. To help us process a request quickly, you can attach a photo and, if you have one, a short video of the item. This is optional: we may ask for more information to act on a claim, but we will not refuse a request for lack of photos or video where you have a statutory right.

5. Faulty, damaged or not as described

If goods are faulty, damaged, or not as described, then under the Consumer Rights Act 2015 you can reject them for a full refund within 30 days of delivery. After 30 days you can ask us to repair or replace faulty goods. If that is not possible or does not work, you can ask for a price reduction or to reject the goods. In the first six months we presume a fault was there on delivery unless we can show otherwise, and your rights do not end after six months. We pay any return costs for faulty goods, which in practice means we let you keep them, or we collect them at our cost where we need them back. Photos or video help us act quickly. These rights are in addition to the policies above. We do not offer exchanges as such: ask for a refund and place a new order.

6. How refunds are paid

Refunds go back to the payment method you used (for a bank transfer, to the account you paid from). We refund within 14 days of you telling us you are cancelling or claiming a refund, and standard delivery charges are refunded in full when a whole order is cancelled. After we send a refund it can take a few more working days to appear, depending on your bank.

7. How to ask

Use our refund form with your order number and the email you used at checkout, or email hello@thepawsupport.com. We'll confirm we've received your request.

8. Model cancellation form