We want you to be happy with your purchase. This Refund Policy explains how returns, refunds and exchanges work at Paws & Petals.
1. Return window
You may request a return within 14 days of receiving your order. If you are in the EU or the UK, you have a statutory right to cancel an online purchase within 14 days of delivery for any reason ("cooling-off period"), and that right always applies.
2. Condition of items
To be eligible, items must be unused, in their original condition, and in their original packaging with any tags or seals intact. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to check the item.
3. Items that cannot be returned
Some items are not eligible for return unless they arrive faulty — for example made-to-order or personalised items, intimate or hygiene products once unsealed, perishable goods, gift cards and final-sale items. Any such exceptions are shown on the product page.
4. How to start a return
To start a return, email us at hello@pawsandpetals.studio with your order number and the reason. We will reply with simple instructions. Please do not send items back before contacting us.
5. Return shipping
Unless your item is faulty, incorrect or arrived damaged, you are responsible for the cost of return shipping. We recommend a tracked service, because we cannot be responsible for items lost on their way back to us.
6. Refunds
Once we receive and inspect your return, we will let you know whether your refund is approved. Approved refunds are issued to your original payment method within a few business days; how soon it appears depends on your bank or card provider. Original shipping charges are non-refundable, except where the item was faulty or incorrect, or where the law requires otherwise.
7. Damaged, faulty or wrong items
If your order arrives damaged, faulty or incorrect, contact us within 48 hours at hello@pawsandpetals.studio with your order number and a photo. We will arrange a replacement, repair or full refund — including any return shipping cost — at no cost to you.
8. Contact
Any questions about a return or refund? Email hello@pawsandpetals.studio with your order number and we will be glad to help.