Return window
Contact us within 14 days of receiving your order if you would like to request a return. Please keep the product, original packaging, order details, and proof of purchase while we review the request.
Eligible returns
Unless an item is faulty, products should be unused, unopened, undamaged, and suitable for resale in their original packaging. Returns require approval before they are sent back or delivered to a branch.
We will assess each request based on the product’s condition, hygiene and safety requirements, and any applicable consumer rights.
Items that cannot normally be returned
- Opened food, treats, supplements, medicines, or other consumable products.
- Prescription or personalised products.
- Perishable, temperature-sensitive, or hygiene-sensitive goods.
- Used grooming items, bedding, bowls, toys, or accessories unless faulty.
- Items damaged after delivery through misuse, improper storage, or normal wear.
This does not affect any rights you may have when a product is faulty, damaged, incorrectly supplied, or not as described.
Damaged, incorrect, or faulty orders
Check your order as soon as it arrives. If an item is damaged, faulty, missing, or different from what you ordered, contact us promptly with your order number and clear photos where possible. Keep the item and packaging until our team provides instructions.
How to request a return
- Contact Dr. Paws with your order number and reason for the request.
- Wait for confirmation and return instructions.
- Pack the approved item securely with all included parts.
- Return it using the agreed branch or delivery method.
Unless the item is faulty or supplied incorrectly, return transport costs may be the customer’s responsibility.
Refunds and exchanges
After an approved return is received and inspected, we will confirm whether a refund or exchange is available. Approved refunds are sent to the original payment method where possible. Bank or payment-provider processing times may vary.
Original delivery fees are normally non-refundable unless the full order was faulty, damaged, incorrect, or applicable law requires otherwise.
Need help?
Use our contact page and include your order number so our team can assist you quickly.
