Refund policy

Last updated: 22 October 2026

1. Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order within 30 days from the day you receive it, without giving a reason. You then have a further 30 days to return the goods.

You may handle the goods as you would in a shop to check them. If the goods have been used or handled more than necessary to check them, we may reduce your refund to reflect the loss in value. Please return them complete, with all accessories, and in their original packaging where possible.

2. How to return an item

To cancel, email us at 📧 contact@thepawsstudio.com with your order number. You can also use the model cancellation form in our Terms & Conditions.

We will reply with the return address and instructions. Please contact us before sending anything back so we can process your return quickly.

3. Return costs

If you cancel your order without any fault on our part, you pay the cost of returning the goods.

⚠️ Important: our products are shipped from and returned to our warehouse in China. International return postage can be expensive, and we estimate it at around £30 for a standard parcel.

We strongly recommend a tracked postage service. Please keep your proof of postage.

4. Faulty, damaged or incorrect items

If your item arrives faulty, damaged or is not what you ordered, please contact us at contact@thepawsstudio.com as soon as possible. For damage caused in transit, ideally contact us within 48 hours. Please include:

  • your order number;
  • a description of the problem;
  • clear photos of the product and packaging.

We will offer a replacement or a refund at no cost to you, including return postage.

This does not affect your statutory rights under the Consumer Rights Act 2015:

  • within 30 days of delivery, you can reject faulty goods for a full refund;
  • after 30 days, you can ask for a repair or replacement, then a refund or price reduction if that fails;
  • you can bring a claim for up to 6 years after delivery (5 years in Scotland).

5. Refunds

We will refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is earlier.

  • Refunds are made to your original payment method.
  • We refund the price of the goods plus standard delivery costs. If you chose a more expensive delivery option, we refund only the cost of standard delivery.
  • Return postage is not refunded unless the item was faulty or incorrect.

6. Items that cannot be returned

The right to cancel does not apply to:

  • personalised or made-to-order items;
  • sealed goods that have been unsealed after delivery and cannot be returned for hygiene reasons, for example grooming products that have been used on your pet.

Sale and promotional items can be returned in the same way as full-price items.

This does not affect your rights if an item is faulty or not as described.

7. Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original following the steps above and place a new order.

8. Refund not received?

If you have not received your refund within the stated time:

  • check your bank account again;
  • contact your bank or card issuer, as processing times can vary;
  • if the issue persists, email us at contact@thepawsstudio.com.

9. Contact

HILLECOM LLC, 8206 Louisiana Blvd NE, Albuquerque, New Mexico 87113, United States.
📧 contact@thepawsstudio.com