5. Returns & Refunds Policy

At Paws Garden, we want our customers to feel confident when purchasing from our store. If you are not completely satisfied with your purchase, this Returns & Refunds Policy explains the circumstances in which products may be returned, how refunds are handled, and the rights available to customers under applicable UK consumer protection law.

Nothing in this policy is intended to remove, restrict or replace any statutory rights that consumers have under applicable UK legislation.

5.1 Your Legal Rights

Customers in the United Kingdom may have statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.

Depending on the circumstances, these rights may include the right to request a repair, replacement, price reduction or refund.

These statutory rights are separate from any voluntary returns policy offered by Paws Garden.

If a product is faulty or does not conform to the contract, customers should contact us so that we can assess the situation and provide an appropriate remedy.

5.2 Change-of-Mind Returns

For many online purchases, UK consumers have a statutory cancellation period under the Consumer Contracts Regulations 2013.

Subject to applicable exceptions, customers generally have the right to cancel an online purchase within 14 days after receiving the goods without having to provide a specific reason.

After notifying us of the cancellation, the customer will generally need to return the goods within the applicable period.

The cancellation right may not apply to certain types of products or circumstances where an exception under applicable legislation applies.

5.3 Condition of Returned Products

Where a customer exercises a cancellation right, products should be handled with reasonable care.

Customers may inspect goods in a manner that would reasonably be permitted in a shop. However, if goods are handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, the customer may potentially be responsible for any resulting diminution in value, where permitted by law.

Products should therefore be returned in a condition that allows them to be inspected and processed efficiently.

5.4 Products That Cannot Be Returned

Certain products may be excluded from cancellation rights where an applicable legal exception applies.

Examples can include goods that:

• Are made to the customer's specifications or clearly personalised;

• Are liable to deteriorate or expire rapidly;

• Are sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed;

• Become inseparably mixed with other items after delivery;

• Fall within another statutory exception.

Where an exception applies, the relevant product information or terms should make this clear where required.

This does not affect statutory rights relating to faulty or misdescribed goods.

5.5 How to Request a Return or Cancellation

To request a return or exercise a cancellation right, please contact Paws Garden using the contact details provided on our website.

Please include, where possible:

• Your name;

• Order number;

• Product name;

• Date of purchase;

• Reason for contacting us, where relevant;

• Photographs or other evidence if the product is damaged or faulty.

Once we receive your request, we will provide the relevant instructions for returning the product where a return is required.

Customers should not automatically send products to an address found on a parcel, as fulfilment and return locations may vary.

5.6 Return Shipping

For a change-of-mind cancellation, the customer may generally be responsible for the direct cost of returning the goods, unless Paws Garden has agreed otherwise or applicable law requires us to cover the cost.

If the product is faulty, damaged, incorrect or otherwise does not conform to the contract, Paws Garden will assess the circumstances and may arrange or reimburse appropriate return costs where required by law.

Customers should contact us before returning faulty or incorrect goods whenever possible.

5.7 Refunds

Where a refund is approved, Paws Garden will normally process the refund using the original payment method, unless another method has been agreed or is required by applicable law.

For cancellations made under the Consumer Contracts Regulations 2013, refunds will generally include the standard delivery charge paid by the customer, subject to applicable legal rules.

If the customer selected a more expensive delivery option than the least expensive standard delivery method offered, the additional cost may not be refundable where permitted by law.

5.8 Timing of Refunds

Refunds will be processed within the timeframes required by applicable law.

For statutory online cancellation rights, the timing of a refund may depend on when the returned goods are received by us or when the customer provides evidence that the goods have been sent back, as applicable.

Once a refund has been processed, the time it takes for the funds to appear in the customer's account may also depend on the payment provider or financial institution.

Paws Garden cannot control processing times imposed by banks or payment providers.

5.9 Faulty, Damaged or Incorrect Products

If you receive a product that is:

• Faulty;

• Damaged;

• Significantly different from its description;

• The wrong product; or

• Otherwise not in conformity with the contract,

please contact us as soon as reasonably possible.

We may request photographs, videos or other information to help establish the nature of the issue.

Depending on the circumstances and applicable law, we may offer an appropriate remedy such as a replacement, repair, price reduction or refund.

Customers should not attempt to repair or modify a potentially faulty product before contacting us, as doing so may make it more difficult to determine the original cause of the problem.

5.10 Refund Deductions

Where a customer exercises a statutory cancellation right, deductions may be permitted in certain circumstances if the value of the goods has diminished because they were handled beyond what was reasonably necessary to establish their nature, characteristics and functionality.

Any deduction will be considered in accordance with applicable law.

No deduction will be made merely because a customer has exercised a valid statutory right to cancel.

5.11 Promotional and Discounted Products

Products purchased using promotional codes, discounts or special offers may still be subject to statutory consumer rights.

A discount does not remove legal protections relating to faulty, misdescribed or non-conforming goods.

Where a promotional offer has specific terms, those terms will be displayed at the relevant time.

5.12 Exchanges

Where available, Paws Garden may offer an exchange for an alternative product or replacement item.

However, an exchange is not intended to replace any statutory remedy that a customer may have under UK consumer law.

If an exchange is not available, another appropriate remedy may be offered depending on the circumstances.

5.13 Refused or Returned Deliveries

If an order is returned because the customer provided an incorrect delivery address, failed to collect the parcel, or otherwise caused the delivery to fail, Paws Garden may need to assess the circumstances before arranging a replacement shipment or refund.

This does not affect any statutory cancellation or consumer rights that may apply.

5.14 Our Commitment

We aim to handle returns, cancellations and refund requests fairly and efficiently.

Each request will be assessed according to the circumstances of the order, the condition of the goods, the reason for the return and applicable UK consumer protection requirements.

Where this policy conflicts with a mandatory legal right, the applicable legal right will take precedence.

5.15 Contact Us

For questions about returns, cancellations, refunds, faulty products or exchanges, please contact Paws Garden using the contact details provided on our website.

Please include your order number whenever possible so that we can identify your purchase and assist you more efficiently.