We want all our customers to be happy with their purchases.
If you are not satisfied, this policy explains your rights under UK law.
This policy complies with:
- Consumer Rights Act 2015
- Consumer Contracts Regulations 2013
- UK-wide standards in England, Scotland, Wales, and Northern Ireland
1. Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us within 30 days of delivery.
You are entitled to:
- A full refund, or
- A replacement, or
- An exchange
We may request photos or a return of the item for inspection.
2. 14-Day Change of Mind Returns (Online Orders)
Under the Consumer Contracts Regulations, you have 14 days from the date you receive your order to request a return.
Conditions:
- Item must be unused and in original packaging
- Customer is responsible for return postage unless the item is faulty
- A refund will be issued within 14 days of us receiving the item
3. Items That Cannot Be Returned
We cannot accept returns for the following unless faulty:
- Personalised or custom-made items
- Perishable items
- Opened pet treats or food
- Items that have been used or exposed to pets
- Gift cards
These restrictions align with UK consumer law.
4. Exchanges
Exchanges are available for:
- Different sizes
- Alternative colours or variants (if stock is available)
Customers are responsible for return postage unless the item is faulty.
5. Refund Processing
Refunds are issued to the original payment method (Square or PayPal).
Refund timeframes:
- Square refunds: usually 2–7 working days
- PayPal refunds: usually within 24–48 hours
Shipping fees are non-refundable unless we made an error.
6. Returning Items
To return an item:
- Click Here
- Provide:
- Order number
- Reason for return
- Photos if damaged
- Wait for confirmation and return instructions
- Send the item using a tracked service (recommended)
We are not responsible for lost return parcels.
7. Late or Missing Refunds
If you haven’t received your refund:
- Check your bank or PayPal
- Contact your payment provider
- Then contact us here – Click Here
8. Incorrect Address Provided by Customer
If the customer provides an incorrect delivery address:
- Refunds cannot be issued for lost items
- Replacements may be offered at the customer’s expense
9. Contact Us
For all return or refund enquiries, please contact:
Mollie’s Paws Customer Support
Click Here
