1. Your Statutory Rights
Pawfinity is a UK-based company. This policy is designed to comply with and exceed your statutory rights under:
- Consumer Rights Act 2015 (UK)
- Consumer Contracts Regulations 2013 (UK)
- EU Consumer Rights Directive (for EU customers)
Your Rights Are Protected: Nothing in this policy affects your statutory consumer rights. If goods are faulty, not as described, or unfit for purpose, you have additional legal rights that cannot be excluded.
2. Return Periods
2.1 UK Customers
We offer a 30-day return period from delivery date, exceeding the statutory 14-day minimum.
2.2 EU Customers
Under the EU Consumer Rights Directive, you have a 14-day withdrawal period from the day you receive your goods. This is a statutory right that cannot be reduced.
2.3 Faulty Goods
Under the Consumer Rights Act 2015:
- Within 30 days: Full refund for faulty goods (short-term right to reject)
- Within 6 months: Repair or replacement first, then refund if unsuccessful
- Up to 6 years: Repair or replacement may be available (you must prove the fault existed at delivery)
3. Conditions for Returns
3.1 Items Eligible for Return
- Unused and in original, resalable condition
- In original packaging where possible
- With all accessories, tags, and documentation
- Return request made within the applicable return period
3.2 Items NOT Eligible for Return
The following items cannot be returned except if faulty:
- Pet food, treats, and consumables: For health and safety reasons
- Personalised or custom items: Made specifically for you
- Hygiene-sensitive products: Items unsealed where hygiene is a concern
- Items damaged by misuse: Not as a result of delivery or manufacturing defect
3.3 Exception: Faulty or Damaged Items
The above exclusions do NOT apply if goods are faulty, damaged in transit, or not as described. See Section 5.
4. How to Return an Item
1
Contact Us
Email support@pawfinity.net with your order number and reason for return. We'll respond within 2 business days.
2
Receive Return Instructions
We'll provide a return address and any applicable prepaid shipping label.
3
Pack and Ship
Pack items securely in original packaging. Keep proof of postage.
4
Inspection
We inspect returns within 5-7 business days of receipt.
5
Refund Processed
Approved refunds are processed within 14 days to your original payment method.
5. Faulty, Damaged, or Incorrect Items
5.1 Reporting Issues
If you receive a faulty, damaged, or incorrect item:
- Contact us within 48 hours of delivery (ideally)
- Email support@pawfinity.net with your order number
- Include clear photos of the damage/defect and packaging
5.2 Our Resolution
For faulty, damaged, or incorrect items, we will:
- Provide a prepaid return shipping label at no cost to you
- Offer a full refund OR replacement (your choice)
- Process your refund within 14 days of receiving the return
- You may keep the item if we agree it's not worth returning
Consumer Rights Act 2015: If goods are faulty within 30 days, you have a short-term right to reject them for a full refund. This is your statutory right that we fully honour.
6. Return Shipping Costs
6.1 Standard Returns (Change of Mind)
For standard returns (not faulty), you are responsible for return shipping costs, except:
- We will cover return shipping for EU customers exercising their 14-day withdrawal right if no prepaid label was provided
6.2 Faulty/Incorrect Items
We pay all return shipping costs for:
- Faulty or defective goods
- Items damaged during delivery
- Wrong items sent
- Items not matching description
7. Refund Details
7.1 What's Refunded
- Full purchase price of returned items
- Original delivery charges (if returning all items from an order, or if items were faulty)
- VAT included in the original purchase
7.2 What's NOT Refunded
- Original delivery charges (for partial returns where some items are kept)
- Return shipping costs (for change-of-mind returns)
- Gift wrapping charges
7.3 Refund Timeline
- Processing: Within 14 days of receiving your return
- Appearance in account: Additional 3-5 business days depending on your bank
- Payment method: Refunded to original payment method only
8. Dropshipping Returns
As a dropshipping business, please note:
- Returns may be directed to our UK facility or a designated supplier location
- We will always provide clear instructions specific to your order
- Refund timelines remain the same regardless of return destination
- Your statutory consumer rights are fully protected
9. Exchanges
We offer exchanges subject to stock availability:
- Contact us within 30 days (UK) or 14 days (EU) of delivery
- If the new item costs more, you pay the difference
- If the new item costs less, we refund the difference
- First UK exchange: return shipping covered by us
10. Cancelling Before Dispatch
You can cancel your order at any time before dispatch for a full refund including any delivery charges paid. Email us immediately at support@pawfinity.net.
11. Late or Missing Refunds
If you haven't received your refund within the expected timeframe:
- Check your bank account and credit card statement
- Contact your bank (refunds can take processing time)
- Contact PayPal if you paid via PayPal
- If you've done all this and still no refund, contact us at support@pawfinity.net
12. Complaints
If you're unhappy with how we've handled your return:
- Contact us at support@pawfinity.net and we'll try to resolve it
- UK: You may contact Citizens Advice Consumer Service
- EU: Use the EU Online Dispute Resolution platform at ec.europa.eu/odr
13. Policy Changes
We may update this policy periodically. Changes will not affect orders already placed. The updated version will be posted with a new "Last updated" date.