RETURNS POLICY

Returns & Refunds Policy (United Kingdom)

At WildPaw Naturals, we want you and your pet to be happy with your purchase. If something is not right, we will help.

1. Damaged, Missing or Incorrect Items

Please contact us as soon as possible after delivery if:

  • an item arrives damaged,
  • an item is missing, or
  • you received an incorrect product.

Where possible, please include clear photos of:

  • the outer packaging (including any damage),
  • the shipping label, and
  • the item(s) received.

Reporting issues quickly helps us resolve them faster, but this does not affect your statutory rights.

2. Delivery

We use third-party courier services. If your parcel is delayed, please contact us and we will assist by investigating with the courier.

Delivery options and charges:

  • Royal Mail (standard delivery): £3.50
  • Parcelforce (express delivery – up to 48 hours): £7.00

Failed Delivery / 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 refund.

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

3. 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 cancel, you must notify us within 14 days of delivery. You then have a further 14 days to return the items.

Return conditions (change of mind):

  • items must be unused,
  • items must be unopened and sealed,
  • items must be in their original packaging.

Hygiene and Safety

For hygiene and safety reasons, sealed goods are not eligible for return once unsealed, unless they are faulty.

Return Postage (Change of Mind)

Return postage costs are the responsibility of the customer.

Refunds (Change of Mind)

If your return is accepted, we will refund:

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

We will process your refund within 14 days of receiving the returned items or receiving evidence that the items have been sent back (whichever is earlier). Refunds are made to the original payment method.

4. Faulty Goods (Your Statutory Rights)

Nothing in this policy affects your statutory rights under UK consumer law. If your goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund.

Please contact us and we will resolve the issue as quickly as possible.

5. How to Start a Return

Please email us with:

  • your order number,
  • the item(s) you want to return,
  • the reason for return, and
  • photos (if the item is damaged or incorrect).

Contact: returns@wildpawnaturals.co.uk
Or via our Contact Us page.

6. Proof of Purchase

Please keep your invoice or order confirmation as proof of purchase.

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