Refund policy

Faulty product?

At Pawfectly Pets, we want you to be completely satisfied with your purchase. That's why we offer hassle-free returns for faulty products. As long as the item is in its original, unused condition and you initiate the return within 30 days of ordering it, you can expect a refund (see below for exclusions).

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

A 20% restocking fee will be applied to all returns. 

To start a return, you can contact us at hello@pawfectlypets.shop or online at account.pawfectlypets.shop.

So, shop with confidence and experience worry-free shopping today!

GIFT CARDS/VOUCHERS 
No refunds will be provided to purchased gift cards. 

Item damaged in transit?

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We want to make sure your order arrives in perfect condition! If you notice any damage within 24 hours of receiving your order, please contact us immediately.

To help us better assist you, please include images of the packaging and the damaged item as an insurance claim will need to be made with the carrier.

Your satisfaction is our top priority!

In order to process an order that has been damaged in transit, we absolutely must have the following:

  • Take a photo of the damaged packaging that your order came in and make sure that the label and reference number are clearly visible.
  • Include in the photo any packaging that your items were in.
  • Include the damaged item.
  • Send the photo(s) with your order number to: hello@pawfectlypets.shop

If you happen to receive an order that has been damaged in transit and this is clearly visible when your order is handed to you by the courier, please reject the delivery and send an email to hello@pawfectlypets.shop letting us know.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@pawfectlypets.shop.

What can’t be returned?

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

  • We want to ensure your satisfaction, but please be aware that we are unable to process returns for health and hygiene or personal care items.
  • Promotional and products marked as “On Sale” (e.g., Flash sale, Black Friday, etc.).
  • Products where you have changed your mind or have ordered the incorrect size.
  • Unfortunately, we cannot accept returns on sale items or gift cards.

Incorrect Shipping Address

Customers are responsible for ensuring that the shipping address provided at checkout is complete and accurate. Pawfectly Pets is not responsible for orders shipped to an incorrect or incomplete address supplied by the customer.

Refunds, replacements, or store credits will not be provided for orders that are delayed, lost, or delivered to an incorrectly addressed location due to customer error. If an incorrect address is identified before your order has been dispatched, please contact us immediately. While we will do our best to update the address, we cannot guarantee that changes can be made once an order has entered processing or has been shipped.

Need to make a return?

We've got you covered! Reach out to our fantastic customer service team at account.pawfectlypets.shop and you can book a return through the self-service portal. Any problems don't hesitate to get in touch, we're here to help!

Please make sure you get in touch with us before returning any item otherwise this may invalidate your return.

The cost of the return is paid for by the customer when the products are not damaged in transit or faulty.

Any refunds provided are excluding shipping costs and are paid back into the original payment account, this can’t be changed. Payments are usually processed within 5 business days.

You can always contact us for any return question at hello@pawfectlypets.shop.