About us

Pawear is made for a life shared with pets — from everyday walks to little adventures and everything in between.

WHERE OUR STORY BEGINS

Last updated: September 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?

We really hope you and your four-legged friend love your Pawear purchase. We understand, however, that sometimes an item may not be quite right.

You may request a return within 14 days of receiving your order, provided that the returned item(s) meet the conditions below:

Item(s) must be unused and in a clean, resaleable condition
All original tags must remain attached and intact
Item(s) should be returned in their original packaging where possible
Item(s) must be free from pet hair, odours, stains, dirt, washing or cleaning marks, damage, scratches, or other signs of use
All parts, accessories and components originally supplied with the product must be included

We are happy for you to try an item on your pet indoors for sizing and fit purposes only. However, the item must not be used outdoors, on walks, during travel, or for any other normal use before being returned.

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

We take these return conditions seriously to be fair to every Pawear customer. Just as you would expect to receive a clean, unused product when ordering from us, we want the same for every customer. For this reason, we cannot accept items that have been used, worn outdoors, washed, or returned with pet hair, odours, stains or other signs of use. We really appreciate your understanding in helping us maintain the quality and hygiene standards we would expect for our own pets.

All returned items will be checked when they arrive to make sure they meet the return conditions above. Thank you for helping us keep every Pawear order clean, fresh and ready for its new home.

For Bundle purchases, please clearly tell us which item(s) you wish to return when submitting your return request. Where a return means that the remaining order no longer meets the conditions of a bundle or promotional discount, the refund amount may be recalculated based on the promotion that applies to the items you keep. We will confirm the applicable refund amount before processing your return.

Change-of-Mind Returns

For change-of-mind returns, including unwanted items, accidental purchases and sizing issues, the customer is responsible for the cost of returning the item(s).

If something isn’t quite right, we’ll always be happy to help. Where appropriate, we can offer an exchange for another size, colour or style, subject to availability, or Pawear Store Credit for the eligible value of your return. Store credit is valid for 12 months from the date it is issued and can be used towards any future purchase from Pawear.

Once your return has been received, inspected and approved, exchanges and store credit will normally be processed within 24 hours.

Alternatively, where you are entitled to exercise your statutory right to cancel an online purchase, you may notify us within 14 days of receiving your order that you wish to cancel. You then have a further 14 days from notifying us to return the goods.

Where a valid cancellation applies, the eligible refund will be made to your original payment method. If the entire order is cancelled, we will also refund the cost of our standard delivery service. If you selected a more expensive delivery option, such as express or next-day delivery, any amount above the cost of our standard delivery service will not be refunded.

Unless the item is faulty, damaged, incorrect, or we have agreed otherwise, return postage remains the responsibility of the customer.

Please package returned items securely and we strongly recommend using a tracked postal service and keeping your proof of postage. Pawear cannot accept responsibility for returned parcels that are lost or damaged in transit before they reach us.

Exchanges

If you would prefer a different size, colour or style, please contact us at support@pawear.co.uk and we’ll be happy to help.

Exchanges are subject to stock availability. For change-of-mind or sizing-related exchanges, customers are responsible for the cost of returning the original item.

Please do not send an item back before contacting us, as we need your order details and return information to make sure your return can be identified and processed correctly.

Nothing in this policy affects your statutory rights.

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: