Returns and Refund Policy

All of our items are individually handmade with great care to the highest quality. However, if for any reason you are not happy with your purchase, please get in touch and we will do our best to make it right.

Our Returns Policy

Under the UK Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your item. At Paws and Glow, we go further — we give you 30 days to return your purchase, because we want you to shop with complete confidence.

To be eligible for a return, your item must be in the same condition that you received it — unused and in its original packaging. You'll also need your receipt or proof of purchase.

How to Start a Return

To start a return, please email us at info@pawsandglow.com with "Return" in the subject line and include the reason for your return. If the item is damaged, please include photos where possible. We will reply with return address details and instructions. Items sent back without first requesting a return will not be accepted.

Return Shipping Costs

Unless the item is defective or we have made an error, the cost of return shipping is the responsibility of the buyer. Original shipping costs are non-refundable.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. If the item is damaged, we will refund your purchase price in full.

Exceptions — Non-Returnable Items

Unfortunately we cannot accept returns on:

• Personalised or custom-made items (these are made to order)
• Sale items
• Gift cards

Exchanges

If you would like to exchange an item, please email us first at info@pawsandglow.com with "Exchange" in the subject line before sending anything back. Once we have confirmed the exchange, return the original item and make a separate purchase for the new item. This ensures the process runs smoothly and your replacement is secured as quickly as possible.

Refunds

We will notify you once we've received and inspected your return and let you know whether the refund has been approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at info@pawsandglow.com.

Contact Us

For any questions about your return or exchange, please contact us at info@pawsandglow.com or call 07838 157580. We're always happy to help.