Returns & Refunds
We want you and your pet to love your order. If something isn't right, here's how it works. None of this affects your statutory rights.
Changed your mind? 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order for any reason within 14 days of the day you receive it. If your order comes in several parcels, the 14 days start from the day you receive the last item.
- To cancel: email info@pawsandnest.co.uk with your order number and the item(s) you're returning. A clear statement is all we need, and you can use the model form below if you like.
- Send it back: you then have a further 14 days from telling us to send the item back. We'll give you the return address, which is usually our supplier's UK warehouse. Please don't send items back without contacting us first, as they may not reach the right place.
- Return postage: If you've simply changed your mind, you pay the cost of returning the item. If it arrives faulty, damaged, not as described or is the wrong item, we'll cover the return postage. Large items such as dog beds may need a courier; returning a large item typically costs around £15–£25. Please contact us before booking so we can give you the correct return address.
- Condition: you can handle the item as you would in a shop to check it. If an item has been used, assembled or handled beyond that and has lost value as a result, we may reduce your refund to reflect that.
Your refund
We'll refund the price you paid, plus the standard delivery charge (if any), within 14 days of receiving the item back, or of you giving us proof that you've sent it, whichever is sooner. We refund to your original payment method, and you won't pay a fee for this.
Faulty, damaged or not as described
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
- Within 30 days of delivery, you can reject a faulty item for a full refund.
- After 30 days, and within 6 months, we'll offer a repair or replacement first. If that isn't possible or doesn't fix the problem, you can have a refund. Within the first 6 months, we assume the fault was there at delivery unless we can show otherwise.
- After 6 months, you may still have rights for up to 6 years (5 in Scotland), but you may need to show that the fault was there when the item was delivered.
- For faulty items, we cover the return costs. Please email us with your order number and photos so we can arrange the quickest fix, which is often replacement parts.
Items we can't take back for change of mind
Personalised or made-to-order items, if we ever sell them, can't be returned for change of mind. You still have full rights if they're faulty.
Model cancellation form
To Paws & Nest, Flat 9 Woodland Court, Hart Hill Drive, Luton, LU2 0AX, info@pawsandnest.co.uk:
I hereby give notice that I cancel my contract of sale of the following goods: [item]
Ordered on / received on: [date]
Name: [your name]
Address: [your address]
Date: [date]
Trader details: Muhammad Inam, trading as Paws & Nest, Flat 9 Woodland Court, Hart Hill Drive, Luton, LU2 0AX. Email: info@pawsandnest.co.uk.