Refund policy
Last updated: 8th Jan 2026
At Paw Naturel, we want you to be confident when purchasing our products. This policy explains your rights under UK consumer law and how returns and refunds are handled.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
To exercise this right, you must notify us within 14 days of delivery by contacting us at:
Email: info@paw-naturel.co.uk
Once you have notified us, you then have a further 14 days to return the item(s).
Condition of Returned Items
Due to the nature of dog grooming and hygiene products:
• Products must be unused, unopened, and in their original condition
• Any hygiene seal must be intact
• We cannot accept returns for products that have been opened, used, tested, or partially used
This is permitted under UK law for hygiene-sensitive goods.
Items That Cannot Be Returned
We do not accept returns or refunds for:
• Opened or used grooming products
• Products returned outside the legal timeframes
• Items not in their original condition
• Sale or clearance items (unless faulty)
Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please contact us within 48 hours of delivery and provide:
• Your order number
• A brief description of the issue
• Clear photographs where applicable
We will assess the issue and arrange a replacement or refund where appropriate, in line with your statutory rights under the Consumer Rights Act 2015.
Refund Process
• Refunds are issued only after returned items are received and inspected
• Refunds will be processed to the original payment method
• Please allow 5–10 working days for the refund to appear in your account
• Original shipping costs are non-refundable unless the item is faulty or incorrect
Return Shipping Costs
• Customers are responsible for return postage costs unless the item is faulty or incorrect
• We recommend using a tracked service, as we cannot be responsible for items lost in transit
Contact Us
For any questions regarding returns or refunds, please contact:
Email: info@paw-naturel.co.uk
Paw Naturel – United Kingdom