Policies

Return Policy

Last updated: October 2026

We want you (and your pet) to love your order. If something isn't right, here's how returns work at PAWNEST.

14-day right of withdrawal

You can withdraw from your purchase within 14 days of receiving your order, without giving a reason. The period starts on the day after you, or someone you've appointed, receive the product.

To use this right, let us know within the 14 days – the easiest way is our withdrawal form, or email us at our contact form. Then send the product back within 14 days of notifying us.

Conditions

  • Handle the product with care and only unpack or use it as far as needed to check it.
  • Return the product with all accessories and, where possible, in its original packaging with labels attached.
  • If the product has been used or damaged beyond what is needed to check it, we may deduct the loss in value from your refund.

How to return

  1. Submit the withdrawal form or email our contact form with your name, order number (e.g. #1001) and the product(s) you're returning.
  2. We'll confirm your return and send you the return instructions.
  3. Send the product back with a carrier of your choice and keep your proof of shipment.

Return costs

The cost of sending the product back is paid by you, unless the product is faulty or we sent the wrong item.

Refunds

We refund the amount you paid, including the original standard shipping costs, within 14 days of receiving your withdrawal. We may wait to refund until we've received the product back or you've shown proof that you've sent it. Refunds go back to your original payment method.

Faulty or wrong items

Received a damaged, faulty or wrong item? Email our contact form with your order number and a photo within 14 days of delivery and we'll replace it or refund you at no cost to you. This doesn't affect your statutory rights.

Exceptions

The right of withdrawal doesn't apply to personalised or custom-made products, or sealed products that can't be returned for health or hygiene reasons once unsealed. Where this applies, we'll say so clearly on the product page.