8. CONTACT INFORMATION & CUSTOMER SUPPORT POLICY

At Paws Garden, we aim to provide customers with clear and accessible ways to contact us regarding orders, products, deliveries, returns, refunds and general enquiries.

This policy explains how customers can contact Paws Garden and how customer support enquiries are handled.

8.1 HOW TO CONTACT US

Customers may contact Paws Garden using the official contact details made available on our website.

Depending on the nature of the enquiry, available contact methods may include email, an online contact form or other communication channels displayed on the website.

Customers should use the contact method most appropriate for their enquiry.

When contacting us about an existing order, customers should include their order number whenever possible.

8.2 ORDER-RELATED ENQUIRIES

If you need assistance with an existing order, please provide enough information for us to identify the relevant purchase.

Useful information may include:

• Order number;

• Name used when placing the order;

• Email address associated with the order;

• Product name;

• Description of the issue;

• Tracking number, where available.

Providing accurate information can help us investigate and resolve enquiries more efficiently.

8.3 CUSTOMER SUPPORT

Our customer support team aims to respond to enquiries within a reasonable period.

Response times may vary depending on:

• The number of enquiries received;

• The complexity of the request;

• Weekends and public holidays;

• Information required from third-party providers;

• Delivery or fulfilment investigations;

• Technical or operational circumstances.

A delayed response does not automatically mean that an enquiry has been ignored.

We aim to provide customers with appropriate information and assistance as efficiently as reasonably possible.

8.4 DELIVERY QUESTIONS

If you have questions about the delivery of an order, please contact us with your order number and, where available, tracking information.

We may need to contact or obtain information from the relevant delivery or fulfilment provider before providing a final response.

For detailed information about estimated delivery times, delays and tracking, customers should also refer to our Shipping & Delivery Policy.

8.5 RETURNS AND REFUNDS

Customers who wish to request a return, cancellation or refund should contact Paws Garden before sending products back whenever possible.

Depending on the circumstances, we may provide instructions regarding the return process.

Customers should not send products to an address found independently online or printed on packaging unless that address has been confirmed by Paws Garden as the appropriate return destination.

Additional information is available in our Returns & Refunds Policy.

8.6 DAMAGED OR FAULTY PRODUCTS

If a product arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible.

We may request photographs, videos or other relevant information to help us understand the issue and determine an appropriate solution.

Customers should retain the product and its packaging until we have provided further instructions, where reasonably possible.

Any statutory rights relating to faulty, damaged or non-conforming goods remain unaffected.

8.7 GENERAL PRODUCT QUESTIONS

Customers are welcome to contact us with reasonable questions regarding products sold through our website.

Where product specifications, dimensions, materials, compatibility or other information is already provided on the relevant product page, customers should review that information before contacting support.

We will endeavour to provide accurate information based on the details available to us.

8.8 COMMUNICATION STANDARDS

We ask customers to communicate respectfully with our customer support team.

Abusive, threatening, discriminatory or excessively aggressive communications are not acceptable.

Where necessary, Paws Garden may restrict communication channels or take other reasonable measures to protect staff and service providers from inappropriate behaviour.

Such measures will not prevent customers from exercising legitimate consumer or legal rights.

8.9 PRIVACY AND PERSONAL INFORMATION

When contacting customer support, please provide only the information reasonably necessary to resolve your enquiry.

Do not send payment card numbers, passwords or other highly sensitive information through ordinary customer support channels unless specifically requested through an appropriate secure process.

Information provided to customer support will be handled in accordance with our Privacy Policy and applicable data protection legislation.

8.10 THIRD-PARTY ENQUIRIES

Where an enquiry involves a third-party service, such as a courier, payment provider or fulfilment partner, Paws Garden may need to share relevant information with that provider in order to investigate the issue.

Only information reasonably necessary for the relevant purpose should be shared.

8.11 BUSINESS INFORMATION

Paws Garden will provide relevant business and contact information through the appropriate sections of our website.

Where legally required, applicable business information will be made available to customers before or during the purchasing process.

Customers should rely on the official contact information displayed on the Paws Garden website rather than unofficial websites, social media accounts or third-party sources.

8.12 RESPONSE AND RESOLUTION

Our goal is not simply to respond to enquiries but to help resolve legitimate customer issues fairly.

Depending on the circumstances, a resolution may include:

• Providing additional information;

• Correcting an order issue;

• Investigating a delivery;

• Arranging a replacement;

• Processing an eligible refund;

• Providing return instructions;

• Escalating an issue to an appropriate service provider.

The appropriate resolution will depend on the individual circumstances and applicable law.

8.13 LEGAL RIGHTS

Nothing in this Customer Support Policy limits or removes any statutory rights available to consumers.

If a customer has a legal right to a particular remedy, Paws Garden will assess the matter in accordance with the applicable requirements.

Customer support procedures are intended to make communication easier and are not intended to create barriers to exercising legal rights.

8.14 CHANGES TO THIS POLICY

We may update this policy from time to time to reflect changes to our customer service procedures, contact methods, business operations or legal requirements.

The latest version will be published on this page.

8.15 CONTACT US

For questions, support requests or concerns relating to Paws Garden, please use the official contact information provided on our website.

When contacting us about an order, please include your order number whenever possible.

We appreciate your patience and aim to provide clear, fair and helpful customer support.