Returns & refunds.
This policy applies to Pawfenn orders delivered in the United Kingdom. For help with a return, email contact@pawfenn.co.uk.
Changed your mind?
You can cancel your online purchase without giving a reason. Tell us within 14 calendar days after delivery, then send the item back within a further 14 calendar days after telling us.
You may unpack and inspect the item as you would in a shop. Keep all included parts and protect the item during its return. Original packaging is helpful but is not a condition of exercising your cancellation rights.
How to arrange a return
Email us with your order number, or other proof of purchase, and say that you would like to cancel or return the item. We will provide the correct return address and instructions. Returns are sent by post; we do not offer in-store or kiosk returns.
Please contact us before posting so we can give you the correct address. Your right to cancel does not depend on receiving our approval. Keep proof of postage; a tracked service is recommended.
Return postage & fees
For change-of-mind returns, you arrange and pay the direct cost of return postage. The cost depends on the carrier you choose; we do not provide a prepaid label for these returns.
There is no restocking fee. We may reduce a change-of-mind refund for a loss in value caused by handling beyond what is necessary to establish the item's nature, characteristics and functioning. This is not a blanket refusal of opened items.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged, incorrect or not as described, contact us so we can arrange the appropriate refund, replacement or other remedy. Pawfenn covers reasonable return costs for these items. We will explain the return arrangements before you post them.
The 14-day change-of-mind window does not limit your legal rights for faulty or misdescribed goods.
When you receive your refund
For a cancelled purchase, we refund the item price and any applicable standard outbound delivery charge. Any extra amount paid for a premium delivery option is not included. Our advertised UK delivery is included in the product price.
We issue the refund to the original payment method without undue delay, and no later than 14 calendar days after receiving the returned item or evidence that you sent it back, whichever is earlier. Your payment provider may take additional time to show the refund.
For faulty goods, refunds are issued without undue delay and within 14 calendar days of agreeing that you are entitled to a refund.
Exchanges
Email us if you would prefer an exchange. Exchanges are subject to stock availability. If a suitable replacement is unavailable, we will arrange a refund in line with this policy and your legal rights.
Your consumer rights
This policy does not restrict your statutory consumer rights. You can read the UK government's returns and refunds guidance for more information.
Last updated: 12 October 2026.