At PawPal Shop, we want you and your furry friends to be completely happy with every purchase. If for any reason you’re not satisfied, our straightforward returns and exchanges policy makes it easy to put things right.

Our Returns Promise

We accept returns and exchanges within 15 days of receiving your order. All returned items must be:

  • In original condition (unused, unwashed, with tags attached)
  • In original packaging
  • Accompanied by proof of purchase

Important: For health and hygiene reasons, we cannot accept returns on the following products:

  • Dog Treats (all types including General Treats and Natural Treats)
  • Dog Food (both Dry Dog Food and Wet Dog Food)

How to Return an Item

Follow these simple steps to process your return or exchange:

  1. Contact us within 15 days of delivery at [email protected] with your order number and details about the product you would like to return or exchange
  2. We will email you a Return Merchandise Authorization (RMA) number with return instructions
  3. Pack the item securely in its original packaging and include all accessories
  4. Clearly write the RMA number on the outside of the package
  5. Ship the package to our return address (provided with your RMA)

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Once your return is received and inspected (typically within 3-5 business days), we will process your refund or exchange:

  • Refunds: Will be issued to the original payment method within 7-10 business days after approval
  • Exchanges: We will ship the replacement item once the return is processed (shipping times apply)

Original shipping charges are non-refundable, except in cases of our error.

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at [email protected] with photos of the damage. We will arrange for a replacement or refund and cover all associated shipping costs.

Return Request Template

Use this template when requesting a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear PawPal Shop Team, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Details of item to return/exchange: – Product Name: – Reason for return/exchange: – Preferred resolution: [Refund/Exchange for (specify product)] I confirm the item is unused and in its original packaging with all tags attached. Please provide return instructions and any additional information you may require. Best regards, [Your Full Name] [Your Contact Information]

Our Return Address

All returns should be sent to:

PawPal Shop Returns
37 Princes Ave
Kingston upon Hull
GB CH5S 4AZ

Questions?

Our friendly customer service team is happy to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 24 hours.

Thank you for shopping with PawPal Shop – where your pet’s happiness is our priority!