Returns & Refunds Policy

Last updated: June 2026

We want you and your pet to be completely happy with your Pawear purchase. If for any reason you are not satisfied, please review our returns policy below.

 

Changed Your Mind?

If you have changed your mind, you may return your item(s) within 14 days of receiving your order, provided that:

  • The item(s) are unused and in a resalable condition

  • All original tags remain attached

  • The item(s) are returned in their original packaging where possible

  • The item(s) are free from pet hair, odours, stains, washing, damage, or signs of use

Items may be tried on indoors for sizing purposes but must not be used outdoors or show any signs of wear.

We recommend checking the fit and suitability of your item before removing any tags or allowing your pet to use the product.

For bundle purchases, all items included in the bundle must be returned together to qualify for a refund. Partial returns from bundles are not eligible for refund.

 

Refunds for Change-of-Mind Returns

For change-of-mind returns (including but not limited to unwanted items, incorrect purchases, or sizing issues), customers are responsible for the cost of return shipping.

Once your return has been received, inspected, and approved, we will refund the purchase price of the returned item(s).

We do not currently offer direct exchanges. If you require a different size, colour, or style, please place a new order through our website and return the original item in accordance with this policy.

 

How to Return an Item

Before returning any item, please contact us at:

📧 support@pawear.co.uk

Please include:

  • Your order number (for example: PW-12345)

  • The item(s) you wish to return

  • The reason for your return

We will provide return instructions and the appropriate return address.

Please ensure your return is securely packaged. If the original packaging cannot be reused, suitable alternative packaging should be used.

We strongly recommend using a tracked delivery service, as Pawear cannot be held responsible for items lost or damaged during return transit.

Returns sent without prior authorisation may not be accepted.

 

Refund Processing

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed within 5–10 business days to your original payment method.

Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

 

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as reasonably possible after delivery at:

📧 support@pawear.co.uk

Please include:

  • Your order number

  • Clear photographs of the issue

  • An unboxing video, where available

To help us investigate shipping damage, missing items, or packaging issues, we strongly recommend recording a video while opening your parcel upon delivery.

While an unboxing video is not mandatory, it may significantly assist us in verifying claims and resolving issues more quickly.

Where a product is confirmed to be faulty, damaged in transit, or incorrectly supplied, Pawear will provide an appropriate resolution, which may include:

  • A replacement item

  • A full refund

  • A partial refund

  • Reimbursement of reasonable return postage costs

Customers will not be responsible for return shipping costs where the item is confirmed to be faulty, damaged, or incorrectly supplied.

 

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns of items that:

  • Show signs of use

  • Contain pet hair, odours, stains, or dirt

  • Have been washed or cleaned

  • Are not in a resalable condition

  • Have had their original tags removed

This does not affect your statutory rights in relation to faulty goods.

 

Contact Us

If you have any questions regarding returns or refunds, please contact:

📧 support@pawear.co.uk

 

We are always happy to help.

Thank you for shopping with Pawear.