Returns & exchanges
How do I request a return?
For eligible standard, non-personalised items bought online, you have 14 days after receiving your order to tell us you wish to cancel, followed by another 14 days to return the items.
Email info@pawsomeplaces.online with your order number before sending anything back. We’ll provide return instructions.
Please include all parts and accessories, and use the original packaging where possible. You may inspect an item as you would in a shop, but handling beyond what is necessary may result in a deduction if it reduces the item’s value.
Can I return a personalised item?
Items made or personalised to your specifications are generally excluded from change-of-mind returns.
However, your statutory rights still apply. If your personalised item arrives faulty, damaged, incorrect or not as described, please contact us so we can help resolve the issue.
What if my order arrives damaged or incorrect?
Please email info@pawsomeplaces.online as soon as possible with:
- Your order number.
- A description of the issue.
- Photos of the item and packaging, where relevant.
We’ll review the issue and arrange an appropriate solution, which may include a repair, replacement or refund, depending on the circumstances and your statutory rights.
Who pays for return postage?
For change-of-mind returns, you are responsible for return postage.
If an item is faulty, damaged, incorrect or not as described, we’ll cover reasonable return postage or provide return instructions. Please contact us first so we can explain the next steps.
When will I receive my refund?
For valid cancellations of standard items, we’ll issue your refund within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.
Refunds go to your original payment method unless agreed otherwise. Where applicable, we’ll also refund the basic standard delivery charge. Additional charges for a premium delivery service are not refundable for change-of-mind cancellations.
For full details and any applicable exclusions, please see our Returns, Refunds & Cancellations Policy.
Nothing in this information affects your statutory rights.