RETURNS AND REFUNDS POLICY

RETURNS AND REFUNDS POLICY

For Pawdrobe HQ

Last updated: May 2026

1. ABOUT THIS POLICY

This Returns and Refunds Policy explains your rights when purchasing products from Pawdrobe HQ.

This policy complies with:

• the Consumer Rights Act 2015; and

• the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this policy affects your statutory rights.

2. CONTACT DETAILS

Pawdrobe HQ
Jan Greatbanks trading as Pawdrobe HQ
Liverpool, United Kingdom

Email: [email protected]

3. YOUR RIGHT TO CANCEL PHYSICAL GOODS

If you are purchasing as a consumer, you generally have the legal right to cancel your order for physical goods within 14 days of receiving your order.

This right applies to most non-personalised physical products purchased online.

To exercise your right to cancel, you must clearly notify us in writing by email before the cancellation period expires.

You do not need to provide a reason for cancellation.

4. RETURNING CANCELLED GOODS

Once you notify us of cancellation:

• you must return the goods within 14 days;

• items must be unused and in their original condition;

• goods should be returned with original packaging where reasonably possible.

Customers are responsible for return postage costs unless:

• the goods are faulty;

• the goods were supplied incorrectly; or

• we are otherwise legally responsible for the return.

We recommend using a tracked postal service, as returned goods remain your responsibility until received by us.

5. REFUNDS FOR CANCELLED GOODS

Where cancellation rights apply, refunds will include:

• the purchase price paid; and

• the basic standard delivery charge.

Refunds will be processed within 14 days of:

• receiving the returned goods; or

• receiving evidence that goods have been returned.

Refunds will be issued using the original payment method unless otherwise agreed.

6. PERSONALISED AND BESPOKE PRODUCTS

Under Regulation 28 of the Consumer Contracts Regulations 2013, cancellation rights do not apply to:

• personalised products;

• bespoke products;

• custom-made items;

• goods made to the customer’s specification.

This includes products:

• customised in size;

• customised in fabric choice;

• personalised with names or wording;

• specially created to customer requirements.

However, this does not affect your statutory rights where goods are:

• faulty;

• damaged;

• not as described; or

• not of satisfactory quality.

7. DIGITAL PRODUCTS

Due to the immediate nature of digital downloads:

• digital products are non-refundable once download or access has begun.

By purchasing digital content, you expressly agree that:

• supply begins immediately; and

• your statutory cancellation rights end once download or access begins.

This is in accordance with Regulation 37 of the Consumer Contracts Regulations 2013.

Nothing in this clause affects your statutory rights relating to faulty digital content.

8. FAULTY, DAMAGED OR INCORRECT GOODS

Under the Consumer Rights Act 2015, customers are entitled to remedies where goods are:

• faulty;

• not fit for purpose;

• not as described;

• damaged upon arrival.

If you believe your goods are faulty or incorrect, please contact us promptly with:

• your order number;

• a description of the issue;

• photographs where appropriate.

Where legally required, we will provide:

• repair;

• replacement;

• refund; or

• another appropriate remedy.

9. SHORT-TERM RIGHT TO REJECT

Under the Consumer Rights Act 2015, consumers may have a short-term right to reject faulty goods within 30 days of receipt.

If applicable, you may be entitled to a full refund.

This right does not apply where damage results from:

• misuse;

• accidental damage;

• normal wear and tear;

• failure to follow care instructions.

10. EXCHANGES

We may offer exchanges at our discretion, subject to:

• stock availability;

• return condition requirements.

Customers are responsible for return postage unless goods are faulty or incorrectly supplied.

11. NON-RETURNABLE ITEMS

The following items are generally non-returnable unless faulty:

• personalised items;

• bespoke products;

• custom-made products;

• digital downloads;

• used products;

• products damaged through misuse.
  

12. RETURN ADDRESS

Returns should only be sent to the address provided by us after contact has been made regarding the return.

Please do not return goods without first contacting us.

13. STATUTORY RIGHTS

Nothing in this Returns and Refunds Policy excludes or limits your statutory rights under UK consumer law.