Returns & Cancellations Policy – The Pawsome Pet Treat Company Ltd.
We want you to be completely satisfied with your purchase. Please read the following carefully, especially in relation to our frozen goods.
Right to Cancel:
Under UK Consumer Contracts Regulations 2013, you may cancel your order within 14 days of receiving your goods, unless an exemption applies (see below). To cancel, contact us within this period at teampawsome@outlook.com.
Non-Returnable Items (Frozen Goods)
Due to their perishable nature, frozen products are non-returnable and are exempt from cancellation rights under UK Consumer Contracts Regulations. This includes any items that require freezing or rapid refrigeration to remain safe for consumption.
We cannot accept returns or issue refunds for frozen goods unless:
- The item is physically damaged upon arrival (e.g. torn packaging)
- The item is incorrect or not as described (e.g. wrong product sent)
To report an issue, you must email teampawsome@outlook.com within 24 hours of delivery and include photographic evidence showing the issue at the time the parcel was received.
Important:
It is the customer’s responsibility to ensure that the delivery address and postcode are entered correctly at checkout. If incorrect delivery details result in misdelivery, delay, or spoilage, we cannot offer a refund or replacement.
Likewise, if your parcel is delivered within our advised timeframes and left at the delivery address as instructed, we are not responsible for spoilage due to delays in collection, missed delivery windows, or exposure after drop-off.
Returnable Items (Non-Frozen):
All other non-perishable items may be returned within 14 days, provided they are unused and in original packaging. You must inform us of your return intention in writing within this time frame.
Customers are responsible for return postage unless the item is faulty or incorrect.
Incorrect Address Disclaimer:
It is the customer’s responsibility to ensure that all delivery information is entered correctly at checkout, including your postcode and full delivery address.
If an order is delivered to the wrong address, delayed, or spoiled due to incorrect information provided at checkout:
We are not liable for the loss or condition of the goods.
No refunds or replacements will be offered for perishable items affected by incorrect delivery details.
We strongly advise all customers to double-check their address before completing their order.
Refunds:
Once we receive and inspect any returned item, we’ll notify you about your refund status.
Approved refunds will be processed to your original payment method within 5–10 business days.
Contact:
For all return and cancellation enquiries, please contact us at:
Email: teampawsome@outlook.com
