Refund policy

Return & Refund Policy – Pawtopia Pet

At Pawtopia Pet, we want you to be satisfied with your purchase. Please read our policy carefully before placing an order.

1. Returns

You have the right to request a return within 14 days of receiving your item.

To be eligible for a return:

  • The item must be unused and in its original condition

  • The item must be in its original packaging

  • Proof of purchase is required

To start a return, please contact us at:
contato@pawtopiapet.com

2. Non-Returnable Items

Due to the nature of our products, the following items cannot be returned:

  • Used pet products

  • Items damaged by misuse

  • Personalised or custom-made items

  • Hygiene-sensitive items

3. Dropshipping & Return Shipping

As we operate using a dropshipping model:

  • Return addresses may vary depending on the supplier

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect

  • We recommend using a tracked shipping service

We are not responsible for returns lost in transit.

4. Damaged, Faulty or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

Include:

  • Your order number

  • Photos of the item

We will offer a replacement or a full refund at no extra cost.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed to your original payment method

  • Please allow 5–10 business days for the refund to appear

6. Late or Missing Refunds

If you haven’t received your refund:

  • Check your bank account again

  • Contact your card provider

  • Processing times may vary depending on your bank

7. Order Cancellations

Orders can be cancelled within 12 hours of purchase.

After this time, the order may already be processed and cannot be cancelled.

8. Exchanges

We only replace items if they are defective or damaged.

9. Contact

For any questions regarding returns or refunds, contact us:

Email: info@pawtopiapet.co.uk

Last updated: 21/04\2026