Refund policy

In the event that you are not happy with you order, we have a 7-day return policy, which means you have 7 days after receiving your item to request a return.To be eligible for a return, your item must be in the same condition that you received it, unworn or unused .

To start a return, you can contact us  jo@pawsbandannasanbows.co.uk. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. All returns are to be sent back recorded and tracked . Unless there has been an error on our part, you are responsible for the cost of posting items back. We will not process a refund unless the items have been received in the condition listed above.

Damages and issues
Please inspect your order upon reception and contact us immediately if there is a problem with your order , if its damaged, there is something missing or if you receive the wrong item, so that we can evaluate the issue and make it right. If there has been an error in the fulfilment of your order, we will do our very best to rectify the situation as quickly as possible.

Exceptions / non-returnable items
Bespoke orders. This includes bespoke quantity's not shown on the website. This also includes orders whereby specific fabrics have been requested/ordered.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we have received and inspected your return, and let you know if the refund is approved or not. If approved, you’ll be automatically refunded on your original payment method.

Lost or missing orders

In the rare event that an order is lost or stolen, please note we cannot be held liable. We ensure that all orders are sent tracked and recorded and by doing so we have fulfilled our contractual obligations with you, Shopify and Paypal. In the event of an order being lost or missing you will need to contact Royal Mail directly. 

If an order is delayed due to the wrong shipping address or if there is no one available to sign for your order and it is returned due to non collection. Re-delivery charges will be applicable.

We do not accept responsibility for lost or stolen orders. In the event that an order goes missing please contact us first to investigate. However in the event of loss or theft you will need to contact Royal Mail and follow their policy for lost letters and parcels. We will be more than happy to provide the documents required to make a claim, but we will not refund orders that have been lost or stolen.

Reviewed 2nd Sept 2024

Jo.Pritchard