1. Return and Refund Policy

Last updated: 30 July 2026

Thank you for shopping with Pawbertons. We want you and your pet to be happy with your purchase. This Return and Refund Policy explains when products may be returned and how refunds are handled.

1. 30-Day Return Period

We offer a voluntary 30-day return period.

You may request a return within 30 days of the date your order is delivered, provided that the product:

• Is unused, unworn and unwashed;
• Is in the same condition in which it was received;
• Is free from pet hair, odours, stains, scratches and other signs of use;
• Includes all original labels, accessories, manuals and packaging;
• Is returned with proof of purchase; and
• Is not excluded from return under this policy.

To request a return, contact us at info@pawbertons.com before sending the product back.

Products returned without prior authorisation may not be accepted.

2. Pet Hygiene and Health-Related Products

For health and hygiene reasons, we cannot accept returns of sealed products that are not suitable for return due to health protection or hygiene reasons once their seal, protective packaging or hygiene barrier has been opened or removed.

This may include, where applicable:

• Grooming and dental-care products;
• Feeding products that have been used or opened;
• Pet beds, blankets and fabric products that have been used;
• Pet clothing or wearable accessories that have been worn;
• Products that come into direct contact with an animal’s mouth, skin, fur or bodily fluids;
• Waste-management and toilet-related products;
• Cleaning or hygiene products;
• Protective covers or sealed components that have been removed; and
• Any returned product containing pet hair, odours, stains or signs of contamination.

An item is not automatically non-returnable merely because it is intended for pets. The exclusion applies where the product has been used, contaminated or supplied with a hygiene seal that has been opened.

These restrictions do not affect your legal rights where a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

3. Non-Returnable Products

Unless required by applicable law, we do not accept returns for:

• Personalised, engraved, customised or made-to-order products;
• Products manufactured or modified according to the customer’s specifications;
• Used, worn, washed, damaged or contaminated products;
• Products with missing parts, packaging, labels or accessories;
• Clearance or final-sale products clearly marked as non-returnable before purchase;
• Gift cards;
• Perishable goods;
• Opened hygiene-sensitive products; or
• Products damaged through misuse, incorrect installation, improper cleaning or ordinary wear and tear.

4. Cancelling an Order

Please contact us as soon as possible if you wish to cancel or amend an order.

We cannot guarantee that an order can be cancelled after it has entered processing, fulfilment or shipment. If an order has already been dispatched, you may need to wait for delivery and follow the return procedure.

Where mandatory cancellation rights apply under consumer law, those rights remain unaffected.

5. Damaged, Faulty or Incorrect Products

Please inspect your order as soon as it arrives.

Contact us promptly at info@pawbertons.com if:

• The product arrives damaged;
• The product is defective;
• You receive the wrong product;
• Parts are missing; or
• The product is materially different from its description.

Please include:

• Your order number;
• A description of the problem;
• Clear photographs or video of the product;
• Photographs of the shipping packaging and label; and
• Any other information reasonably requested to investigate the issue.

Do not discard the product or packaging until we have reviewed your claim.

Where a claim is accepted, we may provide an appropriate remedy, including replacement parts, a replacement product, repair, refund or another remedy required by applicable law.

6. Return Authorisation and Address

Do not return products to the address shown on our website unless we specifically instruct you to do so.

Our administrative address may not be our returns warehouse. Depending on the product and fulfilment location, returns may need to be sent to a different address.

After approving your return request, we will provide the applicable return instructions and return address.

Products sent to an unauthorised address may be refused, delayed or returned to the sender.

7. Return Shipping Costs

For returns based on a change of mind, incorrect size selection, accidental purchase or another reason that is not caused by Pawbertons, the customer is responsible for return shipping costs unless applicable law provides otherwise.

Original delivery charges and optional express-shipping charges are generally non-refundable, except where required by law.

If the product is confirmed to be faulty, damaged, incorrectly supplied or not as described, we will provide the remedy and return-cost arrangements required by applicable law.

We recommend using a tracked and insured return service. Pawbertons is not responsible for return parcels that are lost or damaged before reaching the authorised return destination.

8. Refunds

We will notify you after the returned product has been received and inspected.

If the return is approved, the refund will be issued to the original payment method. Refund processing times may vary depending on your bank, card issuer or payment provider.

We may reduce a refund where legally permitted if the product has lost value because it was handled beyond what was reasonably necessary to inspect its nature, characteristics and functionality.

Shipping charges, import duties, customs charges, taxes and third-party processing costs may be non-refundable unless required by applicable law.

9. Refused and Unclaimed Deliveries

If an order is refused, left unclaimed, rejected by customs or returned because the customer failed to respond to the carrier, any refund may be reduced by:

• Original shipping costs;
• Return shipping costs;
• Customs charges;
• Storage or handling fees; and
• Other non-recoverable costs incurred in connection with the shipment.

This does not apply where the delivery failure was caused by our error.

10. Exchanges

We do not guarantee direct exchanges.

Where an exchange is unavailable, you may return an eligible product in accordance with this policy and place a new order for the preferred product.

11. Statutory Rights

Nothing in this policy excludes, restricts or limits any mandatory consumer rights that cannot lawfully be excluded or restricted.

12. Contact

For return and refund enquiries, contact:

Pawbertons
Suite 10293
5 Brayford Square
London E1 0SG
United Kingdom

Email: info@pawbertons.com