A customer who wishes to return a product should first email us at firstname.lastname@example.org stating the order number and reason for return or complete the form on the Returns page.
The customer will then be provided with the correct return address. The product must be in the original condition on return in order for Pawfect Friend to refund the full purchase price of the product.
The cost of the return postage is the customer's responsibility.
The refund will be issued to the customer within 30 days of receipt of the product.
Refunds on returns will only be accepted if the customer returns the product in its original packaging and with all labels intact.
If a product is received by the customer in a damaged condition, the customer must contact Pawfect Friend within 48 hours of receipt and we will do our best to replace the damaged product within a reasonable time or we will refund the total cost of the product, including any postage costs.
A customer who wishes to exchange a product may be liable to pay a further amount depending on the reason for the exchange and if the new product is at a higher price. We will notify the customer of any change in the price or any further delivery costs.
Personalised or made to measure products are non-refundable unless faulty and we must be notified by the customer within 48 hours of receiving the bespoke product.
Pawfect Friend is not responsible for the cost or safe return of any product and will not issue a refund for a product that does not reach the correct delivery address when being returned by a customer. Pawfect Friend suggests that customers return products via Recorded or Special Delivery or other secure method and takes out the correct postal insurance to cover the value of the product.