Refund and Returns Policy
At Pawsnug.co.uk, we are committed to ensuring that you are completely satisfied with your purchase. If, for any reason, you are not satisfied with your order, please review our refund and returns policy below.
Returns
You have the right to return any item purchased from Pawsnug.co.uk within 30 days of receiving it, provided the item is unused, in its original packaging, and in the same condition that you received it.
| Item Condition | Return Eligibility | Details |
|---|---|---|
| Unused and in original packaging | Eligible for return within 30 days | Must be in resaleable condition. |
| Damaged or faulty upon arrival | Eligible for return or exchange | Must report within 24 hours of delivery. |
| Customized or personalized items | Non-returnable unless faulty | Due to the custom nature of the product. |
- Return Process:
- Contact our customer service team at support@pawsnug.co.uk to request a return authorization.
- Once your return is approved, you will receive instructions on how to send your item back to us.
- Please include your order number and any relevant information to help us process your return quickly.
- Return Shipping Costs:
- Customers are responsible for the cost of return shipping unless the item is faulty or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Refunds
Once your returned item is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
- Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
- Partial Refunds: In some cases, only partial refunds are granted (e.g., if an item is returned not in its original condition, is damaged, or is missing parts for reasons not due to our error).
- Non-Refundable Items: Customized or personalized items cannot be refunded unless they arrive damaged or faulty.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please email us at support@pawsnug.co.uk and we will guide you through the process.
Faulty or Damaged Items
If you receive a faulty or damaged item, please contact us immediately at support@pawsnug.co.uk with details of the defect or damage. You must report this within 24 hours of receiving the item. We may request photographs of the damage to assist with the claim.
- Resolution: Depending on the situation, we may offer a replacement, repair, or full refund.
Non-Returnable Items
Certain items are non-returnable, including:
- Personalized or custom-made items.
- Gift cards.
- Items marked as final sale.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund, please contact us at support@pawsnug.co.uk.
Contact Us
For any questions or concerns regarding our refund and returns policy, please contact us at:
- Email: support@pawsnug.co.uk
We are here to help and ensure that your experience with Pawsnug.co.uk is a positive one.