Refund policy

Returns & Refund Policy

At Pawivo, we want you to be happy with your purchase. If you are not completely satisfied with your order, you may be able to return it in accordance with this policy and your legal rights.

1. Your Right to Cancel

If you are a UK consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods, without having to provide a reason.

After telling us that you wish to cancel, you normally have a further 14 days to return the goods.

This cancellation right is subject to the exceptions provided by applicable consumer law.

2. Conditions for Returns

Returned products should, where reasonably possible, be:

Unused and in their original condition.
Returned with their original packaging.
Complete with any accessories or items supplied with the product.

You may handle and inspect the product as you reasonably would in a shop. However, you may be responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functionality.

3. Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty or different from what you ordered, please contact us as soon as possible.

Please provide your order number and, where appropriate, photographs showing the problem.

We will assess the issue and, where required by applicable consumer law, offer an appropriate remedy such as a repair, replacement or refund.

Your statutory rights are not affected by this policy.

4. Refunds

Once we have received and inspected a returned item, we will process any refund due.

Where you exercise your statutory right to cancel an online purchase, refunds will generally include the standard delivery charge you originally paid, where required by law.

We may wait to issue the refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever happens first.

Refunds will normally be made using the original payment method.

5. Return Shipping Costs

If you are returning an item because you have changed your mind, you will generally be responsible for the cost of returning the goods unless we have agreed otherwise or applicable law requires us to cover the cost.

If the item is faulty, damaged or incorrectly supplied, we will deal with the return in accordance with your statutory rights.

6. How to Request a Return

To request a return or cancellation, contact us at:

support@pawivo.co.uk

Please include:

Your full name
Order number
The product you wish to return
The reason for the return, if applicable

We will provide instructions for returning your item where a return is required.

Please do not send items to an address without first contacting us and receiving return instructions.

7. Exchanges

Where appropriate, we may offer an exchange for an item of the same type.

If an exchange is not available, you may be entitled to another remedy under applicable consumer law.

8. Non-Returnable Items

Certain products may be excluded from cancellation or return rights where an applicable legal exception applies, including certain personalised or made-to-order products and goods that cannot be returned for health or hygiene reasons once unsealed.

Any applicable exception will be communicated to you before purchase where required.