Returns & Refunds Policy

Effective Date: 17/10/2025
Last Updated: 17/10/2025

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At Pick Up the Paws, we want you and your furry companions to be happy with every order. However, if something’s not right, we’re here to help. This policy explains how returns, refunds, and exchanges work, in line with UK consumer law.

Your Right to Cancel (Consumer Contracts Regulations)

 

As a UK customer, you have the legal right to cancel your online order within 14 days of receiving it — no reason needed.

Once you’ve told us you wish to cancel, you then have 14 days to return the item(s) to us.

 

How to Return an Item

To start a return:

1. Email support@pickupthepaws.co.uk within 14 days of receiving your item.

2. Include your:

   • Full name

   • Order number

   • The item(s) you’d like to return

   • Reason for return (optional, but helpful)

3. We’ll reply with return instructions and the return address.

4. You must return the item(s) within 14 days of your cancellation request.

 

Return Conditions

To be eligible for a return:

• Items must be unused, unopened, and in original packaging.

• Products must be in resalable condition.

• Returns that do not meet these criteria may be rejected or subject to further deductions.

 

Restocking Fee

A 10% restocking fee will be applied to all non-faulty, eligible returns. This fee covers handling, inspection, and repackaging costs.

The restocking fee does NOT apply if your item is faulty, damaged, or we sent the wrong product.

 

Items Not Eligible for Return

Due to hygiene and safety reasons, the following items cannot be returned unless faulty:

• Opened pet food, treats, or supplements

• Used toys or accessories

• Personalised or custom-made items

• Gift cards or digital downloads

 

Refunds

Once we receive and inspect your return:

• If approved, we will issue a refund to your original payment method

• Refunds will be processed within 5–10 business days

• Original shipping charges are non-refundable (unless the item was faulty or incorrect)

• The 10% restocking fee will be deducted from the refund amount (if applicable)

We’ll confirm your refund by email once complete.

 

Exchanges

Want a different size, colour, or product? Just email us and we’ll help you arrange an exchange.

Note:

• You’ll be responsible for return shipping

• If there's a price difference, we’ll handle the payment via email before dispatching the replacement

 

Faulty, Damaged, or Incorrect Items

If your order arrives damaged, is faulty, or you receive the wrong item:

1. Contact us at Sarah@pickupthepaws.co.uk within 7 days of delivery

2. Include your order number and clear photos of the issue

3. We will:

   • Offer a replacement

   • Or issue a full refund

   • And cover any return shipping costs

No restocking fee will apply in these cases.

Return Address

Unless otherwise instructed, returns should be sent to:

Pick Up the Paws – Returns
6 Straw Plait Way
Arlesey, SG15 6SJ
United Kingdom

 

We recommend using a tracked service. We cannot be responsible for items lost in return transit.

 

Need Help?

We're always happy to help. Reach out with any questions:

Email: Sarah@pickupthepaws.co.uk
Phone: 07824904908
Website: www.pickupthepaws.co.uk