Refund policy

Changed your mind? No drama. Here's how returns work.

30 day returns on unopened jars
You have 30 days from the day your order arrives to ask for a return. To qualify, the jar must be unopened, with the seal unbroken and in its original packaging. We'll also need your order number.

Your legal right to cancel (first 14 days)
UK law gives you 14 days from delivery to cancel an online order for any reason. If you cancel within those 14 days, we'll refund the product price and the standard postage you paid. From day 15 to day 30 is our extra goodwill period, and in that window we refund the product price only.

Opened jars
For hygiene reasons, we can't take back jars once the seal is broken, unless the product is faulty (see below).

Faulty, damaged or wrong item
Please check your order when it arrives and email us straight away if anything's wrong. Send a photo if you can. We'll replace or refund it and cover the return postage. None of this affects your statutory rights under the Consumer Rights Act 2015.

How to start a return
Email pawthecary.pets@gmail.com with your order number. If your return is approved, we'll send you the returns address and instructions. Please don't post anything back before contacting us, because returns we haven't approved can't be accepted. For change of mind returns, you pay the return postage, so we recommend a tracked service.

Sale items
Sale items follow exactly the same rules as everything else.

Gift cards
Gift cards can't be refunded.

Exchanges
The quickest way is to return the original jar and place a new order.

Refunds
Once your return arrives, we'll check it and email you. Approved refunds go back to your original payment method within 14 days of us receiving the item. Your bank may take a few extra days to show it. If it has been more than 14 days since we approved your refund, email pawthecary.pets@gmail.com.