Refund policy

At pawstopurr, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, please review the following policy to understand your options for returns and refunds.

Return Window and Eligibility

Returns are accepted within 30 days of delivery, provided the following conditions are met:

  • Items must be returned in new condition only.

  • Items must include original packaging and any accompanying materials.

  • Customers must contact us at hello@pawstopurr.com before returning any item to receive return authorization and instructions.

Damaged or Defective Items

If your order arrives damaged or defective, please notify us within 48 hours of delivery and include the following details:

  • Your order number

  • Clear photographs of the item and its packaging

  • A brief description of the issue

Based on the situation, we will arrange a replacement, exchange, or full refund.

Refund Process

Once we receive and inspect your return, you will be notified via email about the approval or rejection of your refund.
If approved:

  • Refunds will be processed to your original method of payment within 7 business days.

  • A confirmation email will be sent once the refund has been issued.

Late or Missing Refunds

If you have not received your refund:

  • Recheck your bank or payment account.

  • Contact your bank or credit card provider—processing times may vary.

  • If the issue persists, contact us at hello@pawstopurr.com

Non-Returnable Items

We do not accept returns under the following conditions:

  • Items not returned in new condition.

  • Returns requested after 30 days of delivery.

  • Items sent back without prior authorization.

Exchanges

We accept exchanges within 30 days of delivery, provided items are returned in new condition. Customers must contact us before initiating an exchange to receive authorization and instructions.

Return Address

14 Hemingford Close, London, N12 9HF, United Kingdom

Method & Fees

  • Return Method: By mail

  • Return Label: Included in the package, free of charge

  • Restocking Fee: None

  • Return Cost: Free return shipping

  • Refund Period: 7 working days

Cancellation Policy

You can cancel your order within 2 hours of purchase, provided the order has not yet been processed or shipped.

Contact Us

Store Name: PAWSTOPURR LTD

Business Address: 14 Hemingford Close, London, N12 9HF, United Kingdom

Email: hello@pawstopurr.com

Phone: +44 7451298667

Business Hours: 9:00 am to 5:00 pm Between Monday to Friday

Timezone: (GMT) Greenwich Mean Time (London)