Refund policy
Returns & Refunds Policy
At PawPrime, we want you and your pet to be completely satisfied with your purchase. This policy is designed to comply with applicable UK consumer protection laws and does not affect your statutory rights.
Your Right to Cancel
If you are a consumer located in the United Kingdom, you have the right to cancel your purchase within 14 days of receiving your order, without providing a reason.
To exercise this right, please contact our Customer Care Team by email or live chat within the 14-day cancellation period.
After notifying us, you must return the item within 14 days.
Return Conditions
To be eligible for a refund, returned items must:
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Be returned in a resalable condition.
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Include original packaging where reasonably possible.
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Include all parts, accessories, and documentation originally supplied.
You may inspect the product as you would in a physical retail store. However, if the item has been used beyond what is necessary to assess its nature, characteristics, and function, a deduction may be made from the refund where permitted by law.
Return Shipping Costs
If you are returning an item because you have changed your mind, you are responsible for the cost of returning the item.
If the item is faulty, damaged, defective, or incorrect, we will provide an appropriate solution and cover reasonable return costs where applicable.
Faulty, Damaged, or Incorrect Orders
If your order arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery.
Please include:
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Your order number
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A description of the issue
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Clear photographs of the item and packaging
We will review the case and provide a replacement, refund, or other appropriate resolution in accordance with UK consumer rights.
Refunds
Once the returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method used at checkout.
Where required by law, refunds will be processed within 14 days of receiving the returned goods or proof that they have been sent back.
Order Changes & Cancellations
Orders may be cancelled before dispatch.
Because we begin processing orders shortly after they are placed, we recommend contacting us as soon as possible if you wish to cancel or amend an order.
Once an order has been dispatched, it will be treated under the return provisions outlined in this policy.
Delivery Information
Most orders are delivered within 5–12 business days. Delivery times are estimates and may occasionally vary due to courier delays, customs processing, weather conditions, or periods of exceptionally high demand.
Contact Us
For all return, refund, and cancellation requests, please contact:
PawPrime Customer Care
Email: PawPrime@pawprime.pet
Customer Support Hours: Monday–Friday
We aim to respond to all enquiries within 24 business hours.