Refund policy
Returns & Refunds Policy
At PawRest, we want you to feel confident when placing an order. This policy explains your cancellation, return and refund rights.
Change of Mind
If you purchase from us online, you may cancel your order within 14 days of receiving it, without giving a reason.
After telling us that you wish to cancel, you then have a further 14 days to return the item. These rights apply under the UK Consumer Contracts Regulations.
To request a return, email:
Please include:
- your full name;
- your order number;
- the item you wish to return;
- the reason for the return, if you would like to provide one.
Return Condition
Returned items should be:
- unused;
- clean;
- free from pet hair, odours and damage;
- returned with the original packaging where reasonably possible.
You may inspect the product as you would in a physical shop, but we may reduce the refund if the item has been handled beyond what is necessary to establish its nature, characteristics and function.
For hygiene reasons, heavily used pet beds, washed items or products showing clear signs of use may not be eligible for a change-of-mind return, unless faulty.
Return Shipping
Unless the item is faulty, damaged, incorrect or not as described, the customer is responsible for the cost of returning it.
Do not return an item before contacting us. We will provide the correct return instructions and return address.
Faulty, Damaged or Incorrect Items
Please contact us as soon as possible if your item:
- arrives damaged;
- is faulty;
- is not the item ordered;
- is materially different from its description.
Email support@pawrest.co.uk with your order number and clear photographs of the item and packaging.
Your statutory rights are not affected. Under UK consumer law, faulty goods may entitle you to a refund, repair or replacement, depending on the circumstances. Consumers generally have a short-term right to reject faulty goods within 30 days.
Refunds
Once the return has been received and inspected, we will confirm whether the refund has been approved.
Approved refunds will be issued to the original payment method.
Refunds are normally processed without undue delay and within the legally required timeframe. For cancelled online purchases, a retailer may withhold the refund until the returned goods are received or evidence of return is provided.
Your bank or payment provider may require additional time to show the refund in your account.
Original Delivery Charges
Because PawRest currently offers free standard UK delivery, there is normally no original delivery charge to refund.
Any optional premium or expedited delivery charge, if offered in the future, may not be fully refundable beyond the cost of standard delivery.
Exchanges
We do not currently offer direct exchanges.
To change the size or colour, please return the eligible item and place a new order.
Order Cancellation Before Dispatch
Contact us immediately at support@pawrest.co.uk if you wish to cancel or amend an order.
We will try to help, but changes cannot be guaranteed once the order has entered processing or has been dispatched.
Non-returnable Items
The following may not be eligible for a change-of-mind return:
- items that have been heavily used;
- items with pet hair, stains, odours or damage;
- washed items;
- items returned after the applicable return period;
- gift cards;
- personalised or made-to-order goods, if offered.
This does not affect your rights where an item is faulty, damaged or not as described.
Contact Us
For returns or refund enquiries:
Include your full name and order number so we can assist you more quickly.