Refund policy

Our 30-Day Returns Policy

We want you to feel confident ordering from Pawmudder.

You may request a return within 30 days of receiving your order. This 30-day policy is in addition to, and does not replace, your statutory consumer rights.

To start a return, email info@pawmudder.com with:

- Your order number

- The item you wish to return

- The reason for the return

- Photographs where the item is damaged, faulty or incorrect

Please wait for our return instructions before sending anything back. Items returned without prior contact may be delayed or sent to the wrong location.

Return Condition

You may inspect an item as you would in a shop.

To receive a full refund under our 30-day returns policy, the item should be returned in its original condition, with any tags, accessories and packaging where reasonably possible.

If an item has been handled beyond what is necessary to establish its nature, characteristics and function, we may make a lawful deduction for any reduction in value.

Your Right to Cancel

For most online purchases, UK customers have a legal right to cancel within 14 days after the day the goods are received, without providing a reason.

After telling us that you wish to cancel, you normally have a further 14 days to return the goods.

To cancel, email info@pawmudder.com with your order number and a clear statement that you wish to cancel your order.

Where the legal right to cancel applies, we will refund the item price and the cost of our least expensive standard delivery option.

Any additional amount paid for an enhanced or express delivery service is not refundable unless required by law.

Return Postage

Unless the item is faulty, damaged, misdescribed or incorrect, you are responsible for the cost of returning it.

We recommend using a tracked delivery service and keeping your proof of postage until the return has been completed.

If we made an error or the item is faulty, damaged, misdescribed or incorrect, we will provide appropriate return instructions and cover reasonable return costs.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives.

If an item is faulty, damaged, misdescribed or incorrect, contact info@pawmudder.com as soon as reasonably possible.

Include your order number and photographs where helpful so we can investigate and resolve the issue.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

Items That Cannot Be Returned

Cancellation rights do not normally apply to certain goods, including:

- Personalised or custom-made products

- Perishable goods

- Sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed

- Gift cards

These exclusions do not affect your rights where an item is faulty, damaged, misdescribed or not what you ordered.

Sale items remain covered by applicable statutory rights and our 30-day returns policy unless a lawful exception applies.

Exchanges

The quickest way to obtain a different product, size or colour is to return the original item and place a new order after your return has been accepted.

Refunds

We will notify you after receiving and inspecting your return.

Approved refunds will be issued to the original payment method.

Where you exercise a statutory cancellation right, we will refund you within 14 days of receiving the returned goods or receiving evidence that you sent them back, whichever is earlier.

Your bank or card provider may take additional time to display the refund in your account.

If you have not received an approved refund after 15 working days, email info@pawmudder.com.