Refund policy

At PawPace we want you to be completely happy with your purchase. If you're not satisfied for any reason please contact us within 30 days of receiving your order and we will do our best to make it right.

Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, please contact us at support.pawpace@gmail.com before sending any items back and we will provide full instructions. Items sent back to us without first requesting a return will not be accepted.

Damages and Faulty Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Photo or video evidence of the damage will be required so that we can evaluate the issue and make it right. If your item arrives damaged or faulty we will offer a full refund or replacement at no cost to you.

Exceptions and Non-Returnable Items

Certain types of items cannot be returned, including perishable goods, custom or personalised products, and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Unfortunately we cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please contact us at support.pawpace@gmail.com to begin the exchange process.

International Orders

If merchandise is being shipped internationally, including to the United Kingdom or European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason. Your item must be in the same condition that you received it, unused and in its original packaging. You'll also need the receipt or proof of purchase. Please contact us at support.pawpace@gmail.com to initiate an international return.

Refunds

We will notify you once we have received and inspected your return request and let you know if the refund was approved. If approved, you will be refunded to your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at support.pawpace@gmail.com.

Shipping Delays and Lost Parcels

PawPace is not responsible for delays caused by customs, courier services, or circumstances outside our control. However we will always work with you to resolve any delivery issues. If your order has not arrived within 20 business days of your estimated delivery date please contact us and we will investigate immediately.

Contact Us

For all return, refund, or order enquiries please contact us at support.pawpace@gmail.com. We aim to respond to all enquiries within 24 hours Monday to Friday.