Returns & Refunds

We want you and your pet to be happy with every order. If you are not, you can return most items within 30 days of delivery for a full refund.

1. Your 14-day cancellation right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of receiving it. We extend this to a 30-day returns window as a goodwill policy.

2. Eligibility

Items must be unused and in their original, unopened packaging. For health and safety reasons we cannot accept opened food, treats, litter or hygiene products unless they are faulty. Clearance items are marked as such on the product page.

3. How to return an item

Email returns@pawsoneco.co with your order number and the reason for return. We will reply within 1 working day with a returns address and, where the return is our responsibility, a prepaid Royal Mail label.

4. Return postage

• Faulty, damaged or incorrect items — we pay the return postage in full.
• Change of mind — return postage is paid by you unless we have offered a prepaid label.

5. Refunds

Refunds are issued to the original payment method within 5 working days of us receiving the return, and include the standard delivery cost paid on the original order where the whole order is returned.

6. Faulty or damaged goods

If an item arrives faulty, damaged or past its best-before date, contact us within 30 days and we will send a replacement or issue a full refund — your choice.

7. Statutory rights

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

8. Contact

Pawson & Co. — returns@pawsoneco.co. Full business details on our contact page.