Unfortunately, Woof & Paws do not accept all returns of non-faulty or unwanted goods. Products that are made to order or personalised are not refundable. 

During the checkout process you can fully review the items in your basket before completing your order and making payment. Any unwanted items can be removed at this point.

If you require any further information about any of our products before making a purchase, we are always on hand to assist you. Please email info@woofandpaws.co.uk.

Please ensure you always carefully review the contents of your basket before final check-out.

For the return of non faulty or unwanted items, there is a 14 day cooling off period which starts the day after you receive your order. You will need to inform us of your wish to return within this timeframe via email to info@woofandpaws.co.uk. Upon its safe return, the standard delivery paid at the time of purchase and the cost of the item will be refunded back to you in the form of a credit note or voucher. 

You will be liable for the cost to return any items back to us. We suggest you use a signed for service. Refunds on returns will only be accepted if the customer returns the product in its original packaging and with all labels in tact and unused.

We will issue a credit note or voucher to the value of the goods and original standard delivery cost within 14 days after receipt of the item/s.

Faulty Items

We always make every effort to deliver your order in immaculate condition but sometimes due to unforeseen circumstances, damages can be incurred during transit.

Any external signs of damage to the item or the individual packaging must be noted upon delivery. You must then report the damage to us  immediately by emailing info@woofandpaws.co.uk.

If you suspect significant damage has been caused, please refuse the delivery. Responsibility of damage to or loss of the goods passes to you at the time of delivery, or if you fail to take delivery at the agreed time.

Any submitted claims will be waived and barred if they fall outside of this timeframe.

We will thoroughly investigate any issues that are reported to us, but we may request for you to provide us with digital photographs (that can be emailed) to aid us with our investigation. In the event of reporting faulty items, they may need to be returned to us, along with a returns form for inspection. Any items returned, must be at your own expense, and you will be responsible for the shipping and handling of the contents of your shipped return. We suggest recorded or special delivery or other secure method 

We will acknowledge the receipt of your returned goods, which we will inspect before informing you of the final outcome. We will pass on the claim to the relevant supplier who will also investigate the matter. This process can take 3 – 5 working days from date we receive your items. If liability is accepted we will refund you the cost of the goods and the return shipping costs, depending on your bank this can take up to 5 working days to show in your bank account. Please note, liability will never exceed the value of the goods.