Refund policy

Last updated: 30 July 2026

We want every Paw & Order purchase to look good, fit properly and earn your pup’s approval. This policy explains what to do if something is not quite right.

Nothing in this policy affects your statutory consumer rights.

Change-of-mind returns

For products that have not been personalised, you may cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days beginning on the day after you, or somebody nominated by you, receives the product.

After telling us that you wish to cancel, you must return the product to us within a further 14 days.

To request a return, email hello@pawandorderstore.co.uk and include:

Your name.
Your order number.
The product you wish to return.
A clear statement that you wish to cancel or return the order.

Please contact us before sending anything back so that we can provide the appropriate return instructions.

Personalised and engraved products

The right to cancel because you have changed your mind does not normally apply to products made to your specifications or clearly personalised for you.

This includes collars and other products engraved with a name, telephone number or other wording selected by the customer.

Please check all personalisation carefully before placing your order, including:

Names and spelling.
Telephone numbers.
Capitalisation.
Punctuation.
Product colour and size.

We will produce the engraving using the information accepted with your order.

A personalised product may still be returned where it is:

Faulty.
Damaged when supplied.
Not as described.
Different from the product ordered.
Engraved differently from the instructions accepted with the order.

The exclusion for personalised products does not remove your rights where something is wrong with the product or we have made an error.

Product condition

You may examine a non-personalised product in the same way that you reasonably could in a shop.

To receive a full change-of-mind refund, the product should be returned clean and in a resalable condition, with its original packaging and labels where reasonably possible.

We may reduce the refund to reflect a reduction in the product’s value caused by handling beyond what was reasonably necessary to establish its nature, characteristics and suitability.

Examples may include:

Allowing the product to become heavily marked or dirty.
Extended outdoor use.
Damage caused by chewing.
Alterations or attempted repairs.
Missing parts or accessories.

Removing packaging or briefly checking the collar’s fit will not automatically prevent a return.

Sizing

Please use the measurements and sizing instructions shown on the relevant product page before placing an order.

Selecting the wrong size is normally treated as a change-of-mind return.

A non-personalised product may therefore be returned under the conditions in this policy.

A personalised or engraved product cannot normally be returned because the wrong size was selected, unless:

We supplied a different size from the one ordered.
The measurements shown on the website were materially inaccurate.
The product is faulty or not as described.

Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the product.

We recommend using a suitable postal service and obtaining proof of postage. You remain responsible for the returned product until it reaches us.

Where a product is faulty, damaged, incorrect or not as described, we will provide an appropriate return method or cover reasonable return postage costs.

Please do not send a product back before contacting us.

Returns should be sent to:

Paw & Order Returns
1 Grace Mews
London
SE20 7QU
United Kingdom

Refunds

Eligible refunds will be issued using the original payment method unless we expressly agree otherwise.

Because standard UK delivery is provided free of charge, there will normally be no original standard delivery charge to refund.

We may wait until we have received the returned product or received evidence that it has been sent, whichever happens first.

Refunds will be processed without undue delay and no later than 14 days after we receive the returned product or satisfactory evidence that it has been sent back.

Your bank or payment provider may take additional time to display the refund.

Partial order returns

You may return an eligible, non-personalised product from a larger order without returning the entire order.

Any products you keep will remain part of the completed purchase.

Exchanges

We do not currently operate a direct exchange service.

To change the size, colour or style of an eligible non-personalised product, please return it for a refund and place a new order.

This allows the replacement product to be ordered immediately without waiting for the original return to be processed.

Personalised products cannot normally be exchanged because of:

A change of mind.
Customer-submitted engraving errors.
An incorrectly selected size, colour or style.

This does not affect your rights where a personalised product is faulty, incorrect or not as described.

Faulty, damaged or incorrect products

All products must be of satisfactory quality, fit for their normal purpose and as described.

Please contact us as soon as reasonably possible if a product is faulty, damaged, unsafe, incorrect or not as described.

You may have the right to reject a faulty product and receive a refund if you notify us within 30 days of receiving it.

After 30 days, you may be entitled to a repair or replacement. If an appropriate repair or replacement is unavailable, unsuccessful or cannot be supplied within a reasonable time, you may be entitled to a refund or price reduction.

Email hello@pawandorderstore.co.uk and include:

Your order number.
A description of the problem.
Clear photographs where reasonably possible.

Normal wear and tear, accidental damage, chewing, misuse, incorrect fitting or failure to follow reasonable care instructions will not normally constitute a product fault.

This does not limit your rights where the product was defective, unsafe or not as described when supplied.

Cancelling before dispatch

We will try to help, but personalised orders may enter production shortly after being placed.

Once personalisation has begun, we may be unable to cancel or change the order.

This does not affect your rights where the completed product is faulty, incorrect or not as described.

Cancellation form

You may use the following form to cancel an eligible order, although you do not have to use it.

To: Paw & Order, 1 Grace Mews, London, SE20 7QU
Email: hello@pawandorderstore.co.uk

I give notice that I wish to cancel my contract for the purchase of the following products:

[PRODUCTS]

Order number:

[ORDER NUMBER]

Ordered on:

[DATE]

Received on:

[DATE]

Customer’s name:

[NAME]

Customer’s address:

[ADDRESS]

Customer’s signature, only if submitted on paper:

[SIGNATURE]

Date:

[DATE]

Contact us

Paw & Order
Operated by: Abigail Phillips Browne, a sole trader trading as Paw & Order
Email: hello@pawandorderstore.co.uk
Business and returns address: 1 Grace Mews, London, SE20 7QU, United Kingdom