Refund policy
Refund Policy
At The Paws Lab, we take pride in creating products that are safe, effective, and designed for everyday use. If something isn’t right, we’ll work with you to resolve it.
Returns
We accept returns within 14 days of delivery, in accordance with UK consumer regulations.
To be eligible for a return:
- Items must be unused, unopened, and in their original packaging
- You must provide proof of purchase (order number or receipt)
Due to the nature of our products, we do not accept returns on opened or used items.
Return Process
To start a return, please contact us at hello@thepawslab.co within 14 days of receiving your order.
Please include:
- Your order number
- The item(s) you wish to return
- Reason for return (optional)
If your return is accepted, we will provide instructions on how to send your item back.
Customers are responsible for return shipping costs unless the item is faulty or incorrect.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved:
• Refunds will be issued to your original payment method within 5–10 working days
• Original standard shipping costs will be refunded where applicable (in line with UK regulations)
We reserve the right to deduct a reasonable amount if the returned item shows signs of use or damage.
Damaged, Faulty, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery at hello@thepawslab.co
We will arrange:
- A replacement, or
- A full refund, including shipping where applicable
Exchanges
We do not offer direct exchanges.
If you would like a different item, please place a new order.
Non-Returnable Items
We cannot accept returns for:
- Opened or used products
- Items not in original condition or packaging
Contact
For any return or refund enquiries, please contact:
hello@thepawslab.co