Return Policy

Return & Refund Policy

Last updated: May 2026

At PawCalm, your satisfaction — and your pet’s happiness — are very important to us.

If you are not completely satisfied with your purchase, we’re here to help.

Returns

We accept returns within 30 days of delivery.

To be eligible for a return:

  • the item must be unused and in its original condition;
  • the item must be in the original packaging;
  • proof of purchase or order confirmation is required.

Please contact our support team before sending any item back.

Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return, including:

  • used pet products;
  • opened consumable items;
  • personalized or custom-made products;
  • clearance or final sale items.

Refunds

Once your returned item is received and inspected, we will notify you regarding the approval status of your refund.

If approved, the refund will be processed to your original payment method within 5–10 business days.

Please note that processing times may vary depending on your bank or payment provider.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • your order number;
  • photos of the item received;
  • photos of the packaging (if applicable).

We will gladly arrange a replacement or refund when appropriate.

Exchanges

We currently do not offer direct exchanges.

If you would like a different item, we recommend placing a new order after your return has been approved.

Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • the item arrived damaged;
  • the wrong item was received;
  • the product is defective.

Shipping fees are non-refundable unless otherwise required by law.

Order Cancellations

Orders may be canceled within 12 hours of purchase.

After this period, orders may already be in processing or shipment preparation and can no longer be canceled.

Lost Packages

If your package is confirmed lost in transit, please contact us and we will work with the shipping carrier to resolve the issue.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

support@pawcalmshop.co.uk