Returns & Refunds

Last updated: 11 February 2026

Returns & Refunds

We want you (and your pets) to be happy with your Pawzzles purchase.
This policy explains your rights under UK consumer law and how returns and refunds work with us.

1. Your right to return (Cooling-off period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order
within 14 days of receiving your goods for any reason.

To exercise this right, you must notify us by email at
bark@pawzzles.co.uk
within 14 days of delivery.

2. Returning an item

• Items must be returned within 14 days of notifying us.
• Items should be unused and in their original packaging where reasonably possible.
• You are responsible for return postage costs unless the item is faulty or incorrect.
• We will provide the appropriate return address once your return request is approved.

3. Items that cannot be returned

For hygiene and safety reasons, certain items may not be eligible for return if opened or used,
including (but not limited to):

• Personalised products
• Perishable goods
• Items sealed for hygiene reasons once opened

This does not affect your rights if the item is faulty or not as described.

4. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.
If approved, your refund will be processed within 14 days.

• Refunds will be made to your original payment method.
• Original standard delivery costs will be refunded if you cancel within the 14-day cooling-off period.
• We may reduce your refund if the item has been handled beyond what is necessary to inspect it.

5. Faulty or incorrect items

If your item is faulty, damaged, or not as described, please contact us within 30 days of delivery.

In line with the Consumer Rights Act 2015:

• You are entitled to a full refund within 30 days if the goods are faulty.
• After 30 days, we may offer a repair or replacement before issuing a refund where appropriate.

We will cover reasonable return postage costs for faulty or incorrect items.

6. Late or missing refunds

If you have not received your refund within the stated timeframe,
please check with your payment provider first. If you still need assistance,
contact us at bark@pawzzles.co.uk.

Contact

For all returns and refund enquiries, please contact
bark@pawzzles.co.uk.
We will provide further instructions and the appropriate return address where required.