Refund & Return

At PAWLINNO, customer satisfaction is at the heart of what we do. We want both you and your pet to be completely delighted with your purchase.

In accordance with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, we offer a 14-Day Return & Refund Policy.

1. 14-Day Return Window

You have 14 days from the date you physically receive your item(s) to notify us that you wish to return your order.

2. Return Eligibility & Conditions

To be eligible for a return, your item must meet the following criteria:

  • The item must be unused, unwashed, and in the exact condition that you received it.

  • The item must be free of pet hair, odor, dirt, or signs of wear and tear.

  • The item must be in its original packaging with all tags, labels, and accessories attached.

  • Proof of purchase (order number or email receipt) is required.

Non-Returnable Items: For hygiene and safety reasons, the following items cannot be returned unless they arrive defective or damaged:

  • Opened pet grooming items or hygiene products.

  • Customized or personalized pet products.

  • Perishable items or treats.

3. How to Initiate a Return

  1. Contact our customer support team at info@pawlinno.co.uk or call +44 7450 621815 within 14 days of receiving your item.

  2. Include your Order Number, the item(s) you wish to return, and the reason for the return.

  3. Our team will review your request and provide you with detailed return instructions and the authorized return address.

  4. Important: Please do NOT send your purchase back to the manufacturer or dispatch address without contacting us first.

4. Return Shipping Costs

  • Customer Responsibility: Customers are responsible for paying their own shipping costs for returning an item unless the item arrived damaged, defective, or incorrect.

  • We strongly recommend using a tracked shipping service or purchasing shipping insurance. PAWLINNO cannot guarantee that we will receive your returned item, and we are not liable for packages lost in transit during return.

5. Inspection and Refunds

Once your return is received and inspected by our quality assurance team:

  • We will send you an email to notify you that we have received your returned item.

  • We will notify you of the approval or rejection of your refund based on the condition of the returned item.

  • If approved, your refund will be processed immediately, and a credit will automatically be applied to your original method of payment (Credit/Debit Card, PayPal, Klarna, etc.) within 5 to 7 business days.

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If your item is defective, damaged in transit, or if you received the wrong item, please contact us immediately at info@pawlinno.co.uk within 48 hours of delivery.

Please attach clear photos/videos of the damaged or incorrect item along with your order number. Once verified, we will arrange a free replacement or issue a full refund at no extra cost to you.

7. Exchanges

The fastest way to exchange an item (e.g., for a different size or color) is to return the item you have following the steps above, and once the return is accepted, make a separate purchase for the new item.

8. Contact Us

For any questions regarding returns, refunds, or exchanges, please get in touch:

  • Email: info@pawlinno.co.uk

  • Phone: +44 7450 621815