Not right for your dog? Send it back.
You have 14 days from delivery to return most items for a full refund. Here’s how.
How to return something
Email us
Send your order number and what you’d like to return to info@pawtrove.co.uk.
We reply
Within one working day, with the return address and simple instructions.
Send it back
Pack it securely in its original packaging. We recommend a tracked service.
Our returns window
You can return most items within 14 days of delivery for a full refund, as long as they are unused and in their original packaging. Your statutory rights under UK consumer law always apply on top of this.
Refunds
Once your return arrives and has been checked, we process the refund to your original payment method within 5 working days. Your bank may take a few more days to show it.
Faulty or damaged items
If something arrives damaged or develops a fault, contact us with a photo and we’ll put it right with a replacement or full refund, including return postage. This applies well beyond the 14-day window under the Consumer Rights Act 2015.
What we cannot accept back
- Items that have been used, washed or chewed — we understand, but we cannot resell them
- Items returned without their original packaging where that packaging is part of the product
- Anything returned without contacting us first
Buy with confidence.
14-day returns and a real person if anything’s not right.