Refund policy
At The Comfort Paw Co Ltd, we want you and your pets to be happy with your purchase.
If something isn't right, please contact us and we will do our best to help. This policy explains how returns, cancellations, refunds and faulty or damaged items are handled.
1. Your Right to Cancel
When you purchase from our website as a consumer, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To exercise this right, please contact us within 14 days of receiving your order. You will then have a further 14 days to return the goods.
You may handle items as you would in a shop to establish their nature and characteristics. However, we may be entitled to deduct an amount from your refund if handling has gone beyond what is necessary and has reduced the value of the goods. Certain products may be exempt from cancellation rights under applicable consumer law, as explained below.
2. Conditions for Returns
Where a return is permitted, we ask that products are returned:
• In their original packaging wherever reasonably possible.
• Unused and in a resaleable condition, unless they are faulty, damaged or otherwise do not conform to the contract.
• With any relevant seals intact where required for health protection or hygiene
reasons.
We reserve the right to assess returned products in accordance with applicable
consumer law. Nothing in this policy affects your statutory rights.
3. Supplements, Treats and Sealed Products
For the health, safety and hygiene of pets and customers, supplements and consumable products that have been opened, unsealed or used cannot be returned for a change of mind, as we cannot safely resell these products.
This includes relevant products such as pet supplements, calming products, treats and other consumables. Where applicable under consumer law, sealed products that are not suitable for return for health protection or hygiene reasons may also be exempt from the 14-day cancellation right once their seal has been broken.
This restriction does not apply where a product is faulty, damaged, incorrectly supplied or otherwise covered by your statutory rights. If you are unsure whether a product can be returned, please contact us before sending it back.
4. Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or contains an incorrect item, please contact us as soon as possible.
Please include:
• Your order number.
• A description of the issue.
• Photographs of the product and packaging, where appropriate.
We will assess the issue and explain the available options. Depending on the circumstances and your legal rights, you may be entitled to a replacement, repair where applicable, or refund.
You will not be charged return postage for a confirmed faulty, damaged or incorrectly supplied item where we are responsible for the return costs. Your statutory rights under applicable UK consumer law remain unaffected.
5. How to Request a Return
To request a return or cancel an order, please contact us using one of the contact
methods listed in the Contact Us section below. Please provide your order number and explain whether you wish to cancel your order or report a problem with an item.
Please contact us before sending an item back so we can provide the appropriate return
arrangements. Unless an item is faulty, damaged or incorrectly supplied, you will normally be responsible for the direct cost of returning goods when exercising your right to cancel,
provided this was communicated to you before purchase.
Please obtain proof of postage and use an appropriate tracked service where possible.
6. Refunds
Once we have received the returned goods, or you have provided evidence that you have sent them back, we will process any refund due within the time required by law.
For statutory cancellation refunds, we will refund the applicable amount within 14 days of receiving the goods back or receiving evidence of their return, whichever happens first.
Refunds will normally be made using the original payment method unless you expressly
agree otherwise.
Where required by law, the refund will include the standard delivery charge paid for the original order. Additional charges for an enhanced delivery option may not be refundable. Your bank or payment provider may take additional time to display the refund.
7. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon
as possible. We will do our best to stop the order before dispatch. If it has already been dispatched, you may still be able to exercise your statutory cancellation rights.
8. Exchanges
We do not guarantee direct exchanges for change-of-mind purchases. If you wish to purchase a different product, please contact us to discuss the available options. This does not affect your rights where goods are faulty, damaged or incorrectly supplied.
9. Contact Us
For all returns, cancellations, refunds, product enquiries or questions about this policy, you can contact The Comfort Paw Co Ltd through any of the following channels:
• Website: Use the Contact Us page on our website.
• Facebook: Send us a direct message through our official Facebook page.
• Instagram: Send us a direct message through our official Instagram account.
• TikTok: Send us a direct message through our official TikTok account.
For enquiries relating to an order, please include your order number so we can assist you more efficiently. We aim to respond to all enquiries as promptly as possible.
Please do not share payment card details or unnecessary sensitive personal information through social media messages.
Nothing in this policy excludes or limits any consumer rights that cannot lawfully be excluded or limited.