Returns & Refunds
Not quite right? We've got you covered.
30-Day Happiness Guarantee
If you're not completely happy with your purchase, you can return it within 30 days for a full refund or exchange. No questions asked.
Your Cancellation Rights
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for any reason.
At ePaw, we extend this to 30 days because we want you to be completely happy with your purchase.
How to Return an Item
- Contact us: Email hello@epawpet.com with your order number and reason for return.
- Pack it up: Place the item in its original packaging if possible. Make sure it's secure for transit.
- Send it back: We'll provide you with return instructions and address. Keep your proof of postage.
- Get your refund: Once we receive and inspect the item, we'll process your refund within 5-7 working days.
Return Conditions
To be eligible for a return, items must be:
- Unused and in the same condition as received
- In original packaging (where possible)
- Returned within 30 days of delivery
Items That Cannot Be Returned
- Opened poo bags (for hygiene reasons)
- Dog beds that have been used by a pet (unless faulty)
- Items damaged through misuse
Return Shipping Costs
- Change of mind: You pay return shipping costs.
- Faulty or damaged item: We pay return shipping costs.
- Wrong item sent: We pay return shipping costs and send the correct item free of charge.
Faulty or Damaged Items
Under the Consumer Rights Act 2015, you have additional rights if an item is faulty or not as described:
- Within 30 days: Full refund.
- Within 6 months: Repair or replacement. If this isn't possible, a full refund.
- After 6 months: Repair or replacement. Refund may be reduced for use.
If your item arrives damaged, please contact us within 48 hours with photos of the damage. We'll sort it out quickly.
Exchanges
Want a different size or colour? No problem!
- Email us at hello@epawpet.com to arrange an exchange.
- We'll send you the new item once we receive your return.
- If there's a price difference, we'll arrange payment or refund accordingly.
Refund Process
- Refunds are processed to your original payment method.
- We aim to process refunds within 5-7 working days of receiving your return.
- Please allow an additional 3-5 working days for the refund to appear in your account (depending on your bank).
- Original shipping costs are only refunded if the return is due to our error or a faulty product.
Subscription Cancellations
If you have a poo bag subscription and want to cancel:
- Email us at least 5 days before your next delivery date.
- Already-dispatched orders cannot be cancelled but can be returned.
- There are no cancellation fees.
Questions?
If you have any questions about returns, we're here to help:
Email: hello@epawpet.com