Returns & Refunds Policy
At Loves Paw, we want you and your pet to be happy with your purchase. If something isn’t right with your order, please contact us and we’ll do our best to help.
This policy explains how returns, cancellations and refunds work.
1. Your Right to Cancel
For most products purchased online, UK customers have the right to cancel their order within 14 days of receiving the goods, without needing to provide a reason.
After notifying us that you wish to cancel, the goods should generally be returned within 14 days.
Certain products may be excluded from the standard cancellation right where permitted by law, including certain goods that are personalised, made to your specifications, or likely to deteriorate or expire quickly.
Nothing in this policy affects your statutory consumer rights.
2. How to Request a Return
Before returning an item, please contact us at:
Email: support@lovespaw.co.uk
Please provide:
- Your full name
- Order number
- Product name
- Reason for the return, if applicable
- Photographs or other information where the item is damaged or faulty
Please wait for our return instructions before sending an item back.
3. Items Must Be Returned Appropriately
When exercising your cancellation right, please take reasonable care of the goods while they are in your possession.
Where permitted by law, you may be responsible for any reduction in the value of goods caused by handling them beyond what is necessary to establish their nature, characteristics and functionality.
Returned products should, where reasonably possible, include their original packaging, accessories and any included parts.
This does not affect your legal rights where an item is faulty, defective, not as described or otherwise does not meet applicable consumer rights.
4. Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty, defective or materially different from the product description, please contact us as soon as possible at:
Please include clear photographs or video where appropriate. This helps us understand the issue and arrange the appropriate solution.
Depending on the circumstances and your legal rights, we may offer a replacement, repair, refund or other appropriate remedy.
UK consumer law provides protections for goods that are not as described, are not of satisfactory quality or are not fit for purpose. Nothing in this policy limits those rights.
5. Change-of-Mind Returns
If you simply change your mind about a purchase, you may generally exercise your statutory cancellation right within 14 days of receiving the goods, subject to applicable legal exceptions.
Unless the item is faulty, damaged, incorrect or otherwise covered by a different legal remedy, you may normally be responsible for the direct cost of returning the goods where we have informed you of this before purchase.
6. Refunds
Once a valid cancellation or return has been accepted, we will process the applicable refund in accordance with your legal rights.
For standard cancellation returns, refunds will generally be made using the original payment method.
Where required by law, refunds will be issued within the applicable legal timeframe.
We may wait until the goods have been returned or you provide evidence that they have been sent back before processing a refund, where permitted by law.
7. Delivery Charges
Where you exercise your statutory right to cancel an online order, the standard delivery charge you paid for the original delivery may be refundable where required by applicable law.
If you selected a more expensive delivery option than our standard delivery service, we may only be required to refund the cost of the standard delivery option.
Return postage costs may be your responsibility for change-of-mind returns where permitted by law and where this was communicated before purchase.
8. Refunds for Faulty or Incorrect Items
If an item is faulty, damaged, incorrectly supplied or otherwise does not meet your statutory rights, we will work with you to provide an appropriate remedy in accordance with applicable law.
We may request photographs or other reasonable evidence to help us assess the issue.
9. Non-Returnable Items
Certain products may not be eligible for cancellation or return where an applicable legal exception applies.
Examples may include:
- Personalised or customised products
- Products made specifically to your requirements
- Goods that are likely to deteriorate or expire quickly
- Certain sealed products where the seal has been broken for health or hygiene reasons, where permitted by law
Any applicable restrictions will be communicated where relevant.
10. US Customers
Customers located in the United States may also have rights under applicable federal, state and local consumer protection laws.
Where applicable law provides additional rights or protections, nothing in this policy is intended to remove or restrict those rights.
11. Contact Us
For return, cancellation or refund enquiries, contact:
Loves Paw
Email: support@lovespaw.co.uk
Please include your order number whenever possible so we can assist you efficiently.
Last Updated: September 2026