Refund policy

Your satisfaction matters to us, and we want both you and your pets to love your purchase. If anything isn’t as expected, simply get in touch with us we’re here to help and will do our best to resolve things quickly and fairly.

Start a Return

Before sending anything back, please contact us first so we can guide you through the next steps and share the correct return instructions.

Contact us:


Email: hello@pawpetual.co.uk

When you message us, please include:

Your order number

The product(s) you’re contacting us about

A quick note on the reason (photos are very helpful if something is damaged or incorrect)

Return Window

You can request a return within30 days of delivery.
If your return is approved, we’ll ask that it’s sent back within14 days of our confirmation.

Return Eligibility

To be eligible for a return/refund, items must be:

  • Unused, unopened, and sealed (where applicable)
  • In the same condition you received them
  • In the original packaging
  • Returned with your order number clearly included

If an item is returned opened, used, partially consumed, or not in
resalable condition, we may not be able to issue a refund (or we may
need to adjust the refund to reflect its condition).

If Something Arrives Damaged or Incorrect

Please check your order when it arrives. If anything is damaged, faulty, or incorrect, contact us as soon as you can (ideally within48 hours of delivery) with your order number and photos, and we’ll make it right.

Return Costs & Shipping

Our return handling cost is £2.99. This fee applies to most returns. In some cases, we may waive it at our discretion.

If your return is approved, we’ll share access to our Returns Portal, where you can choose your preferred return method and follow the steps to send your item back.

Please note:

  • Any original shipping costs are non-refundable
  • Returns must be sent using the instructions provided via the Returns Portal

Refunds

Once your return is received and inspected, we’ll email you to
confirm it has arrived and let you know whether your refund is approved.

If approved, your refund will be issued back to your original payment method. Please note it can take a little time for your bank or card provider to process and display the refund.

Treats & Supplements (A Quick Note)

To keep everything safe and hygienic, we’re only able to accept returns on treats and supplements that are unopened and sealed.

We know pets can be fussy! If it turns out the flavour isn’t for them,
we’re not able to refund opened items, but we’re always happy to help
you choose a better fit next time.

Fair Use

We always aim to be reasonable and helpful. In rare cases where we see
unusual return activity or items coming back in a condition that doesn’t
match the return requirements, we may need to refuse a return to keep
things fair for everyone.

Need Help?

If you have any questions at all, just reach out: