Effective Date: 25/09/2024
At Pawfacts.co, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help. Please review our Refund and Return Policy carefully to understand your rights and options.
1. Right to Cancel and Return (UK Consumer Law)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order and return goods within 14 days of receiving your items, for any reason.
Conditions for Cancellations:
- The 14-day cancellation period starts from the day after you receive your order.
- You must notify us of your decision to cancel your order by emailing support@pawfacts.co within this period.
- Once you notify us, you have another 14 days to return the goods.
Exceptions:
- Certain products are exempt from returns, including:
- Perishable goods (e.g., food, treats, etc.).
- Personalised items or custom-made products.
- Items that have been opened and are no longer suitable for resale for hygiene reasons (e.g., certain pet care products).
2. Return Eligibility
To be eligible for a return:
- The item must be unused, in the same condition as you received it, and in its original packaging.
- The item must not be exempt from return as described above.
If you fail to meet these conditions, we reserve the right to refuse a refund.
3. How to Return an Item
If you wish to return a product, please follow these steps:
- Contact us at support@pawfacts.co within 14 days of receiving your product, stating your order number and the reason for your return.
- We will provide you with a return address and instructions on how to send the item back.
- You will be responsible for the cost of returning the item unless the product is defective or incorrect.
Please note: We recommend using a tracked and insured shipping service to ensure the item reaches us safely.
4. Refund Process
Once we receive and inspect your returned item, we will notify you of the status of your refund via email. If approved, the refund will be processed and applied to your original payment method within 14 days of receipt of the returned goods.
Non-Refundable Costs:
- Shipping costs are non-refundable unless the return is due to a defect or an error on our part.
- If you return only part of your order, we will not refund any of the delivery costs you paid unless the part-returned item was defective or incorrectly supplied.
5. Defective or Incorrect Products
If you have received a defective or incorrect product, please notify us at support@pawfacts.co within 30 days of receiving the item. You will have the right to:
- A full refund.
- A replacement item (if available).
- A repair if applicable.
For defective or incorrect items, we will cover the return postage cost and ensure the issue is resolved as quickly as possible.
6. Refund Timeframe
- Once we have received your returned item, please allow up to 14 days for the refund to be processed.
- Refunds will be issued to the original payment method used for the purchase.
7. Exchanges
If you wish to exchange an item, please contact us at support@pawfacts.co. Exchanges are subject to product availability and may incur additional shipping charges. The returned item must meet the same return conditions as outlined above.
8. Contact Information
For any questions about your return, cancellation, or refund, please contact us:
- Email: support@pawfacts.co
- Customer Service Hours: Monday to Friday, 9 AM – 5 PM (UK time)