Returns and Refund Policy
Pawfect Supplies Ltd | Last updated: 26 February 2026
We want you to be happy with your order. This policy explains how returns, cancellations and refunds work when you buy goods from Pawfect Supplies Ltd online.
This policy should be read alongside our Terms and Conditions. If there is any conflict, our Terms and Conditions apply.
Our details
Pawfect Supplies Ltd (Company No. 12820052)
Return address: 4 Hardwick Court, Blackhall Colliery, Hartlepool, TS27 4FB
Email: contact@pawfect.supplies
Telephone: 01915036611
1. Change of mind (online, mail or phone orders)
If you are a consumer and you bought goods from us at a distance (for example, via our website), you usually have a legal right to cancel your order without giving a reason.
Key time limits:
You must tell us you want to cancel within 14 days of the day you receive your goods (or, if your order arrives in multiple parcels, within 14 days of receiving the last item).
After you tell us you want to cancel, you have a further 14 days to return the goods to us.
To cancel, email us at contact@pawfect.supplies or write to us at the return address above. Please include your name, order number, what you are returning, and whether you would like a refund or replacement (where available).
You can use the optional Model Cancellation Form at the end of this policy, but you do not have to.
2. Items that cannot be returned for change of mind
The right to cancel does not apply to certain categories of goods. In particular, we do not accept change-of-mind returns for:
Goods made to your specifications or clearly personalised.
Goods that are liable to deteriorate or expire rapidly.
Sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed.
Opened pet food, treats, chews, supplements or other consumables (unless faulty, damaged or incorrect).
If you are unsure whether an item is eligible for return, please contact us before sending it back.
3. Condition of returned goods
When returning an item for change of mind, you should take reasonable care of it. You may handle goods to the extent necessary to check their nature, characteristics and functioning (as you might in a shop).
For us to process your return smoothly, please ensure:
The goods are returned with all parts, accessories and any free gifts that formed part of the order.
Where reasonably possible, the goods are returned in their original packaging.
You include proof of purchase (for example, your order confirmation email or order number).
If the value of the goods is reduced due to unnecessary handling, we may reduce your refund to reflect that loss in value.
4. Faulty, damaged or incorrect goods
If an item is faulty, damaged in transit, not as described, or you received the wrong item, please contact us as soon as possible so we can put things right.
Where appropriate, we may ask for photos and your order details. Depending on the circumstances, we will offer a suitable remedy such as a replacement, repair or refund, in line with your legal rights.
If the return is due to a fault, damage or our error, we will cover reasonable return postage costs (or arrange collection where necessary).
5. How to return an item
Please follow these steps to return goods:
Contact us by email at contact@pawfect.supplies (or in writing) to tell us you want to return the item.
Pack the goods securely to prevent damage in transit.
Send the parcel to: 4 Hardwick Court, Blackhall Colliery, Hartlepool, TS27 4FB.
Keep proof of postage until your refund has been processed.
If your goods are too large to return by post, contact us and we will agree a sensible return method.
6. Refunds
If your return is approved, we will refund you using the same payment method you used for the original transaction, unless we agree otherwise.
When we refund you:
If we have not offered to collect the goods, we will process your refund within 14 days of receiving the goods back, or within 14 days of you providing evidence you have sent them back (whichever is earlier).
If we have offered to collect the goods, we will process your refund within 14 days of being informed of your decision to cancel.
Delivery charges:
If you cancel within the legal cancellation period, we will refund the cost of standard delivery (if you paid for it).
If you chose a more expensive delivery option, we only refund up to the cost of our least expensive standard delivery.
Return postage:
For change-of-mind returns, you are responsible for return postage costs.
If the return is because the goods are faulty, damaged or incorrect, we will cover reasonable return postage costs (or arrange collection).
7. Exchanges
If you would prefer an exchange, contact us and we will confirm whether an exchange is available for your item. Exchanges are subject to stock availability.
8. Contact us
If you have any questions about returns or refunds, please contact us:
Email: contact@pawfect.supplies
Telephone: 01915036611
Address: 4 Hardwick Court, Blackhall Colliery, Hartlepool, TS27 4FB
Model Cancellation Form (optional)
Complete and return this form only if you wish to cancel the contract. You can also cancel by emailing us at contact@pawfect.supplies.
To: Pawfect Supplies Ltd, 4 Hardwick Court, Blackhall Colliery, Hartlepool, TS27 4FB; Email: contact@pawfect.supplies
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*):
Order number: ________________________________________________
Ordered on (*) / received on (*): ______________________________
Name of consumer(s): __________________________________________
Address of consumer(s): _______________________________________________________________________________________
Signature of consumer(s) (only if this form is notified on paper): ______________________________
Date: ______________________________
(*) Delete as appropriate.
