Returns & Refunds

We want you and your pet to be happy with your order. If something is not right, this page explains what you can return and how refunds work.

Return Eligibility

To be eligible for a return, items must be:

• Unused, unwashed and in the condition you received them
• In their original packaging, with any tags attached
• Returned with proof of purchase (your order number)

Return Period

You can request a return within 28 days from the date of delivery. of receiving your order.

Damaged Products

If an item arrives damaged or faulty, please contact us within Within 48 hours of delivery. of delivery. Include your order number and clear photos of the item and its packaging. We will arrange a replacement or refund once we have reviewed the issue.

Incorrect Products

If you receive the wrong item, contact us with your order number and a photo of what you received. We will arrange for the correct item to be sent and explain how to return the incorrect one.

Refund Processing

Once your return has been received and inspected, we will email you to confirm whether it has been approved. Approved refunds are issued to your original payment method within Refunds are processed within 5–10 business days after the returned item has been received and inspected. The time taken for the refund to appear depends on the payment provider.. Your bank or card provider may take additional time to process it. [STATE WHETHER ORIGINAL SHIPPING CHARGES ARE REFUNDED.]

Non-Returnable Products

For hygiene and safety reasons, the following cannot be returned unless they arrive damaged or faulty:

• Opened food and treats
• Opened grooming, cleaning and hygiene products
• Used litter trays, bedding and toys
• Personalised items
• [OTHER NON-RETURNABLE ITEMS]

Customer Responsibility

Please pack returns securely so they are not damaged in transit. Unless the item is damaged, faulty or incorrect, [WHO PAYS RETURN SHIPPING — e.g. the customer is responsible for return postage costs]. We recommend using a trackable service, as we cannot be responsible for returns that do not reach us.

How to Request a Return

1. Contact us at info@bawpaw.com or through our Contact page with your order number and the item(s) you would like to return.
2. We will reply with return instructions and the return address.
3. Pack the item securely in its original packaging and send it back.
4. We will email you once your return has been received and processed.

This policy does not affect your statutory rights under applicable consumer law.