Returns & Refund Policy

Last updated: 4 August 2026

We want you to be happy with your purchase. This policy explains Pawoager's 30-day returns policy and your legal cancellation and consumer rights in the United Kingdom.

To request a return, email support@pawoager.com with your order number and the reason for your request. Do not send an item back until we provide the correct instructions and return address.

1. Our 30-Day Returns Policy

You may request a return within 30 calendar days after delivery.

For requests made after the statutory 14-day cancellation period but within our 30-day period, the item must be unused, unworn, unwashed and in the condition received, with tags, accessories, instructions and original packaging. Proof of purchase is required.

If accepted, we will explain how and where to send the item. Items returned without first requesting a return may not be accepted.

2. Your Statutory Right to Cancel

If you are a UK consumer purchasing online, you normally have the right to cancel without giving a reason. You must tell us within 14 calendar days after the goods are delivered to you or to a person nominated by you.

After telling us, you must return the goods within a further 14 calendar days. You may inspect them as you would in a shop. We may reduce the refund to reflect loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

Our voluntary 30-day policy is in addition to and does not reduce your statutory rights.

3. Return Postage

For a change-of-mind return, you are responsible for the direct return cost unless we tell you otherwise. We recommend a tracked service and proof of postage, as you remain responsible for the parcel until it reaches the return location.

If the item is faulty, damaged on arrival, not as described or incorrect, Pawoager will cover reasonable return costs or provide another appropriate solution in accordance with your statutory rights.

4. Damaged, Faulty or Incorrect Items

Please inspect your order after delivery. Contact us as soon as reasonably possible if an item is damaged, faulty, not as described or different from what you ordered. Include your order number, a description and photographs where helpful.

Depending on the circumstances and your rights, we may offer a repair, replacement, price reduction or refund. Nothing in this policy limits rights under the Consumer Rights Act 2015 or other applicable law.

5. Change-of-Mind Exceptions

Unless an item is faulty or the law requires otherwise, we cannot accept change-of-mind returns for personalised or made-to-order products, perishable goods, sealed hygiene or health-protection goods once unsealed, gift cards where permitted by law, or other goods excluded from cancellation rights by applicable law.

6. Refunds

We will notify you after the return is received and assessed. Approved refunds are made to the original payment method.

For a valid statutory cancellation, we refund the price paid and the cost of our least expensive standard delivery option. Additional cost for a more expensive delivery method is not refundable unless required by law.

We issue a statutory cancellation refund without undue delay and no later than 14 days after receiving the returned goods or, if earlier, evidence that they were sent back. We may withhold the refund until we receive the goods or evidence of return. Your bank or payment provider may need additional processing time after we issue it.

7. Exchanges

For a different item, colour or size, contact us to return the original and place a new order. This is usually the quickest way to secure the replacement product.

8. Cancelling or Changing an Order Before Dispatch

Email us as soon as possible. We cannot guarantee a change after an order enters processing or is dispatched. If already dispatched, you may use the rights described above.