Refunds & Returns
We want you to be happy with everything you buy from House of Paws. If something isn’t right, here’s how we can help.
Raw food can’t be returned. For food safety reasons, we can’t accept returns of raw or frozen food once it has left the shop, because we can’t be sure it has been kept at the right temperature.
If your raw food arrives damaged, defrosted or isn’t what you ordered, please contact us straight away and we’ll put it right.
Returning other items
You can return most other items within 30 days of purchase for a full refund, as long as they are unused, in their original packaging and in the same condition as when you received them. Returns after 30 days are looked at case by case.
How to return an item
Email us at info@houseofpawsessex.co.uk with your order number and the reason for your return, and we’ll reply with instructions.
Return postage is paid by you, unless the item was faulty, damaged or not what you ordered. We recommend using a tracked service, as we can’t be responsible for parcels that are lost or damaged on the way back to us.
Faulty or damaged items
If an item you receive is faulty or damaged, we’ll give you a full refund or send a replacement at no extra cost.
Sale items
Only full-price items can be refunded. Sale items can’t be refunded unless they are faulty.
Exchanges
We only exchange items if they are faulty or damaged. To swap an item for the same product, email us and send the item back to us.
Your refund
Once we’ve received and checked your return, we’ll email you to let you know whether your refund has been approved. Approved refunds go back to your original payment method, and they can take several working days to show in your account.
If you haven’t received your refund yet, check your bank account again first. Then contact your card provider or bank, as it can take a little while for a refund to appear. If you still haven’t received it, please get in touch with us.
Grooming appointments
A 25% deposit is needed to book a groom, and it comes off the final price. If you need to cancel or move your appointment, please give us more than 48 hours’ notice to keep your deposit. Deposits can’t be refunded if you give less than 48 hours’ notice.
Need help?
If you have any questions about a return or refund, call us on 01708 768477 or email info@houseofpawsessex.co.uk.
This policy does not affect your statutory rights. See also: Delivery & Click & Collect.