Returns & Refunds Policy

At Wildpaw Naturals, we want both you and your pet to be happy with your purchase. If something is not right, we are here to help.

This policy explains how returns and refunds are handled and outlines your rights as a customer.

1. Damaged, Missing or Incorrect Items

If there is a problem with your order, please contact us as soon as possible after delivery, especially if:

an item arrives damaged
an item is missing from your order
you received an incorrect product

Where possible, please include clear photos of:

the outer packaging (including any damage)
the shipping label
the item(s) received

Providing this information helps us investigate and resolve the issue more quickly. Reporting an issue promptly helps us assist you faster, although this does not affect your statutory rights.

2. Delivery Information

Orders are delivered using third-party courier services.

Current delivery options:

Royal Mail Tracked 48
Standard tracked delivery within the UK.

Parcelforce Express Delivery (up to 48 hours)
Delivery cost: £14.15

Delivery costs are displayed clearly during checkout before completing your order.

3. Failed Delivery or Returned Parcels

If a delivery attempt fails and the parcel is returned to us (for example due to an incorrect address provided at checkout or repeated failed delivery attempts):

a redelivery fee of £5.95 may apply, or
if you prefer a refund, this fee may be deducted from the refunded amount.

If you believe the failed delivery occurred due to a courier error, please contact us and we will investigate before applying any charge.

4. Your Right to Cancel (Change of Mind) – 14 Days

You have the right to cancel your order within 14 days of receiving your items.

To exercise this right, you must notify us within 14 days of delivery. After notifying us, you have a further 14 days to return the items.

5. Conditions for Returns (Change of Mind)

If you wish to return items due to a change of mind, the following conditions apply:

items must be unused
items must be unopened and sealed
items must be returned in their original packaging

Hygiene and Safety

For hygiene and safety reasons, sealed goods cannot be returned once opened, unless the product is faulty.

6. Return Postage

If you are returning items due to a change of mind, return postage costs are the responsibility of the customer.

We recommend using a tracked delivery service, as we cannot be responsible for items lost during return transit.

7. Refunds (Change of Mind)

If your return is accepted, we will refund:

the price paid for the returned item(s)
the cost of the cheapest standard delivery option offered at checkout (if delivery was charged)

Please note that express delivery upgrades are not refundable.

Refunds will be processed within 14 days of receiving the returned items or within 14 days of receiving evidence that the items have been sent back, whichever occurs first.

All refunds are issued to the original payment method used for the purchase.