Returns

Welcome to Our Returns Page.

To find the information that you need quickly, please use the links below.

Need to Return?

What To Do First

Exchanges

Returns Policies

Faulty Items / Wrong Items Sent

Returning Unwanted Products

Returning in Resaleable Condition

Personalised Items

Perishable Items

Cost of Return

How Long Do I Have To Complete A Return?

When Will I Be Refunded?

Returns by Brand

Bowl and Bone
Danish Design
Dogs and Horses
Pawfect Pup
Pets and Leisure
Ruff and Tumble

 

What To Do First 

  • Returns

If you are not completely satisfied with your purchase, please send us an email as soon as possible, stating the order number and a brief explanation of why you need to return the product. We will then send you the appropriate return form and the correct return address.
Returns emails should be sent to hello@pawfectpup.com. 
Once return products are received and checked, your refund will be processed.

Some brands have a shorter returns period than others (please see returns by brand section for specifics), therefore, it is imperative that you email us as soon as you know that you want to return a product.

  • Exchanges
If you would like to exchange a product,  please send an email to  hello@pawfectpup.com,  stating the order number, the product you would like to exchange, and the product that you would like to exchange it for. We will then send you the correct address to send your original product and on receipt, reorder the new product to the original postal address. 

A customer who wishes to exchange a product may be liable to pay a further amount depending on the reason for the exchange and if the new product is at a higher price. 
Customers who want to exchange products are liable for the return cost of the original product and for any additional shipping costs of the exchange product.

We recommend that you return the original items with recorded or special delivery and take out postal insurance covering the value of your package, to ensure their safe return.
The original product must be returned in resaleable condition before the exchange product can be dispatched.

Returns Policies

  • Faulty Items / Wrong Items Sent 
If you believe that you have been sent faulty items or the wrong items, please inform us within 48 hours of receipt of the product, stating your order number, a brief explanation of the problem and a clear photograph of the item if possible. We will then send you the appropriate return form and the correct return address for those items. 
For orders that arrive faulty / or contain the wrong products, we will replace the items as quickly as possible or if necessary, issue a full refund, including any postage costs. 


Please return faulty or unwanted items with recorded or special delivery and take out postal insurance covering the value of your package, to ensure their safe return. Pawfect Pup is not responsible for the safe return of your items and cannot issue refunds for returns that do not arrive safely at the returns address provided.

  • Returning Unwanted Products 
If you no longer want the products that you have ordered, you should first  send us an email as soon as possible to let us know.  Returns emails should be sent to hello@pawfectpup.com. We will then send you the appropriate return form and the correct return address. Return products should be sent back in a fully resaleable condition. Once return products are received and checked, your refund will be processed.

Some brands have a shorter returns period than others (please see returns by brand section for specifics), therefore, it is imperative that you email us as soon as you know that you want to return a product. Returns sent after the supplier's given return period will not be eligible for a refund. 

Unless your product is damaged in some way (proof is required prior to return), you will be liable for the full cost of return shipping. 
We recommend that you return unwanted items with recorded or special delivery and take out postal insurance covering the value of your package, to ensure their safe return. Pawfect Pup is not responsible for the safe return of your items and cannot issue refunds for returns that do not arrive safely at the returns address  provided.

  • Returning in Resaleable Condition

All goods must be sent back to us in the condition that they were delivered in, including the original packaging where possible.  Pawfect Pup is not responsible for any damages to products upon return where goods are not adequately packaged. Items that are deemed to not be resaleable (e.g. due to signs of use, damage, labels removed/damaged, etc.) will not be refunded or exchanged. 

  • Personalised Items
We regret that we are only able to accept returns on faulty or damaged personalised items. 
    Please ensure that you enter personalisations exactly as you want them to appear, and be mindful that some products have a default setting of customising in all uppercase or mixed cases. 

    • Perishable Items

    We regret that we cannot offer refunds on consumable or perishable items.

    • Cost of Return

    Customers are responsible for the cost of postage and packaging for both returns and exchanges.

    We recommend that you return unwanted items with recorded or special delivery and take out postal insurance covering the value of your package, to ensure their safe return. Pawfect Pup is not responsible for the safe return of your items and cannot issue refunds for returns that do not arrive safely at the returns address provided.

    Where products are proven to be faulty, damaged on receipt, or where orders contain the wrong products, we will replace the products, or refund the customer, including any shipping costs. In this scenario, please keep your returns postage receipt. 

    • How Long Do I Have To Complete A Return?

    Some brands and suppliers have a shorter returns period than others, therefore, it is imperative that you email us as soon as you know that you want to return a product.

    Please visit the Returns by Brand section below to find out exactly how long you have to a) notify us of your return request b) return your item to the return address provided. 

    • When Will I Be Refunded?

    Refunds are issued to the customer within 20 days of the returned product being received, inspected and processed at the designated returns address. 

    Refunds are not provided for unwanted products that are not deemed to be returned in resaleable condition (excluding faulty goods).

    Returns by Brand

    • Bowl and Bone 

    Please be aware that should you need to return or exchange a Bowl and Bone product, you will have to send the item directly back to them in Poland at your own cost (unless they are proven to arrive faulty).

    If you need to request a return for a Bowl and Bone product, you must email us at hello@pawfectpup.com within 7 days from the date of delivery, stating your order number and reason for return.

    We will then email you back with the appropriate returns form and returns address. Unwanted items must be returned to Bowl and Bone within 14 days from the date of delivery in a resaleable condition. Faulty items must also be returned within 14 days, in the same condition that they were delivered to you in.
    Please see our Cost of Return section for information on returns postage costs. 

    • Danish Design

    If you need to request a return for a Danish Design product, you must email us at hello@pawfectpup.com within 7 days from the date of delivery, stating your order number and reason for return.

    We will then email you back with the appropriate returns form and returns address. Unwanted items must be returned to us within 14 days from the date of delivery in a resaleable condition. Faulty items must also be returned within 14 days, in the same condition that they were delivered to you in.
    Please see our Cost of Return section for information on returns postage costs. 

    • Dogs and Horses

    If you need to request a return for a Dogs and Horses product, you must email us at hello@pawfectpup.com within 7 days from the date of delivery, stating your order number and reason for return.

    We will then email you back with the appropriate returns form and returns address. Unwanted items must be returned to us within 21 days from the date of delivery in a resaleable condition. Faulty items must be returned within 25 days, in the same condition that they were delivered to you in.
    Please see our Cost of Return section for information on returns postage costs. 

    • Pawfect Pup

    If you need to request a return for a Pawfect Pup product, you must email us at hello@pawfectpup.com within 7 days from the date of delivery, stating your order number and reason for return.

    We will then email you back with the appropriate returns form and returns address. Unwanted items must be returned to us within 14 days from the date of delivery in a resaleable condition. Faulty items must be returned within 21 days, in the same condition that they were delivered to you in.
    Please see our Cost of Return section for information on returns postage costs.

    • Pets and Leisure

    If you need to request a return for a Pets and Leisure product, you must email us at hello@pawfectpup.com within 7 days from the date of delivery, stating your order number and reason for return.

    We will then email you back with the appropriate returns form and returns address. Unwanted items must be returned to us within 14 days from the date of delivery in a resaleable conditionFaulty items must also be returned within 14 days, in the same condition that they were delivered to you in.
    Please see our Cost of Return section for information on returns postage costs. 

    • Ruff and Tumble

    If you need to request a return for a Ruff and Tumble product, you must email us at hello@pawfectpup.com within 7 days from the date of delivery, stating your order number and reason for return.

    We will then email you back with the appropriate returns form and returns address. Unwanted items must be returned to us within 21 days from the date of delivery in a resaleable conditionFaulty items must be returned within 25 days, in the same condition that they were delivered to you in.
    Please see our Cost of Return section for information on returns postage costs.