Refund policy

PawDefense Refund & Returns Policy

Last updated: October 2026

At PawDefense, we want you to feel confident when shopping with us. This policy explains how cancellations, returns, refunds, damaged products and incorrect orders are handled.

30-Day PawDefense Return Policy

In addition to your statutory consumer rights, PawDefense offers a 30-day return period for eligible products.

To request a return under our voluntary 30-day policy, please contact us within 30 days of receiving your order.

Products returned under this voluntary policy should be returned in substantially the same condition in which they were received, together with included accessories and packaging where reasonably possible.

This voluntary policy does not affect your statutory rights as a UK consumer.

Your UK Cancellation Rights

For purchases made online, you generally have the right to cancel your order without giving a reason.

For goods, you may notify us that you wish to cancel within 14 days after receiving your order.

After notifying us of your cancellation, you must normally return the goods within a further 14 days.

To request a cancellation or return, please contact PawDefense through the customer support details provided on our Contact page and include:

• Your name
• Your order number
• The email address used for the order
• The product you wish to return
• Confirmation that you wish to cancel or return the purchase

Return Instructions

Please contact PawDefense before sending any product back.

Once your return request has been reviewed, we will provide the appropriate return instructions and return destination.

Do not return products to the address printed on the original shipping label or directly to a supplier unless PawDefense specifically instructs you to do so.

PawDefense works with third-party suppliers and fulfilment partners, which means the appropriate return destination may vary depending on the order.

Return Shipping Costs

For eligible change-of-mind returns, the customer may be responsible for the direct cost of returning the product where permitted by law and where this responsibility has been communicated before purchase.

If a product is faulty, damaged on arrival, incorrect or materially different from its description, please contact us before returning it.

Where the return cost is our responsibility under applicable consumer law, you will not be required to bear that cost.

Refunds

Where a refund is due, it will normally be issued to the original payment method.

For statutory cancellations involving returned goods, refunds will be processed without undue delay and within the applicable legal timeframe.

Depending on your bank, card issuer or payment provider, additional processing time may be required before the funds appear in your account.

Original Delivery Charges

Where required by UK consumer law, the cost of the standard delivery option for the original order will also be refunded.

If you selected a more expensive premium delivery option, any additional cost above the standard delivery option may not be refundable.

Condition of Returned Products

You may inspect a product in the same reasonable way that you would normally be able to inspect it in a physical shop.

Where permitted by law, if a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and function, and its value has been reduced as a result, an appropriate deduction may be made from the refund.

Damaged, Faulty or Incorrect Products

Please inspect your order after delivery.

If a product arrives damaged, faulty or incorrect, please contact PawDefense as soon as reasonably possible and provide:

• Your order number
• A description of the issue
• Clear photographs or video where helpful

We will review the issue and provide an appropriate remedy depending on the circumstances.

This may include a replacement, refund or another remedy available under applicable consumer law.

Your statutory rights for products that are faulty, not as described or do not perform as expected are not affected by this policy.

Hygiene-Sealed Products

Certain sealed goods may not qualify for a change-of-mind return after the seal has been broken where the goods are not suitable for return for genuine health or hygiene reasons and the relevant legal exception applies.

This does not remove your statutory rights where an item is faulty, damaged or not as described.

Exchanges

If you would like a different product, please contact us regarding your original order.

If you received the wrong item, contact us and we will review the issue and arrange an appropriate solution.

Orders That Have Not Yet Shipped

Customers may request to cancel an order within 15 minutes of placing it, where this option is available.

After this period, please contact PawDefense as soon as possible if you need to request a change or cancellation.

We will do our best to assist you, but once an order has entered the fulfilment process, we may be unable to change or stop the shipment.

This does not affect any statutory cancellation rights that apply under UK consumer law.

Contact Us

For return, refund, cancellation or damaged-order enquiries, please contact PawDefense through our Contact page.

Please include your order number whenever possible.

Model Cancellation Form

To: PawDefense

I hereby give notice that I wish to cancel my contract for the sale of the following goods:

Product(s):

____________________________

Order number:

____________________________

Ordered on / received on:

____________________________

Customer name:

____________________________

Customer address:

____________________________

Customer signature (only if this form is sent on paper):

____________________________

Date:

____________________________