Refund policy
Returns
If you change your mind about your purchase, you have 14 days from the date you receive your order to tell us that you wish to return it. Once you have notified us, you then have a further 14 days to return the item to us.
To request a return, please contact us using the contact form on our website, quoting your order number.
Items should be returned in their original condition, with original tags and packaging where reasonably possible. You are responsible for taking reasonable care of the item while it is in your possession.
Unless the product is faulty, damaged or incorrect, the customer is responsible for the cost of returning the item.
Dog Toys
For safety and hygiene reasons, please do not allow your dog to play with or chew the toy if you intend to return it.
Where a product has been used beyond what is reasonably necessary to inspect it and this has reduced its value, we may make an appropriate deduction from the refund where permitted by law.
Faulty, Damaged or Incorrect Items
Please inspect your order when it arrives. If your item is faulty, damaged or you have received the wrong product, please contact us as soon as possible with your order number and, where helpful, photographs of the issue.
We will assess the issue and arrange an appropriate remedy in accordance with your statutory rights. Nothing in this Returns & Refunds Policy affects your rights under UK consumer law.
Refunds
Once we receive and inspect your return, we will process any refund due to your original payment method.
Where you exercise your statutory right to cancel an online order, we will also refund the standard outbound delivery charge where required by law. If you selected a more expensive delivery option, such as express delivery, we are not required to refund the additional amount above our standard delivery charge.
Refunds will be made within the applicable statutory timeframe. Please remember that your bank or payment provider may take additional time to credit the funds to your account.
Return Shipping
Please obtain proof of postage when returning an item. SafePawz™ cannot take responsibility for returned items that are lost in transit before reaching us.
Cancellations
If you need to cancel an order before it has been dispatched, please contact us as soon as possible. If the order has already been dispatched, you can still exercise any applicable cancellation and return rights after receiving it.
Contact Us
For all returns, refunds or order queries, please use the Contact Us form on our website and include your order number