Refund policy
Last updated: 23 September 2026
At Pawvesa, we want customers to have clear information about returns, exchanges, cancellations and refunds.
This policy applies to purchases made directly through the Pawvesa online store.
30-Day Returns
We accept eligible returns for both defective and non-defective products.
You may request a return within 30 days after receiving your order.
For a standard return, the product should be returned:
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In its original condition
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Clean and free from pet hair or other contamination
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With all components and accessories
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With its original packaging where reasonably possible
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With proof of purchase
To start a return, contact contact@pawvesa.com before sending the product.
Include your order number, the product you want to return and the reason for the return. We will provide the applicable return instructions and return address.
Products sent without first requesting return instructions may delay processing.
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Return period: 30 days from delivery
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Return method: By mail
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Restocking fee: £0
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Refund method: Original payment method
UK Right to Cancel
UK consumers purchasing online generally have a statutory right to cancel an eligible order within 14 days after receiving the goods, without giving a reason.
After notifying us of a statutory cancellation, you generally have a further 14 days to return the goods.
Our 30-day returns policy is offered in addition to applicable statutory rights. Nothing in this policy limits your legal rights.
Order Cancellations
If you want to cancel or change an order before dispatch, contact us as soon as possible.
We will try to accommodate the request, but we cannot guarantee that an order can be changed or cancelled after it has entered processing or been dispatched.
If the order has already been dispatched, you may request an eligible return after delivery.
Return Shipping Costs
Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged in transit, incomplete or different from what you ordered, contact us as soon as possible.
Where a return is required because of our error or a qualifying product fault, Pawvesa will provide an appropriate return method or cover the reasonable return shipping cost.
We may request photographs, a video or other relevant information to help us understand and resolve the issue. This does not affect your statutory rights.
Change-of-Mind Returns
If you return a non-defective product because you changed your mind, ordered the wrong product or no longer want it, you are responsible for the direct cost of returning it, except where applicable law requires otherwise.
We do not charge a restocking fee.
Condition of Returned Products
Customers may inspect a product as they reasonably would in a physical shop.
Where permitted by law, we may reduce a refund if the product’s value has been reduced because it was handled beyond what was reasonably necessary to establish its nature, characteristics and functionality.
Pet-care products should be returned clean and appropriately packaged. This condition does not limit your rights where a product is faulty, damaged or not as described.
Exchanges
We accept eligible exchanges requested within 30 days after delivery, subject to product availability.
To request an exchange, contact contact@pawvesa.com with your order number and details of the replacement required.
For a change-of-mind exchange, the customer is responsible for the direct return shipping cost.
If an exchange is needed because the original product is faulty, damaged or incorrect, Pawvesa will provide an appropriate return method or cover the reasonable return cost.
If the requested replacement is unavailable, we may offer an alternative or issue an eligible refund to the original payment method.
Refund Processing
Once a returned product is received, we will inspect it and notify you of the outcome.
If approved, Pawvesa aims to process the eligible refund within 5 business days after receiving and inspecting the returned product.
Refunds will be issued to the original payment method. Your bank, card issuer or payment provider may require additional processing time before the amount appears in your account.
For statutory UK cancellations, refunds will always be processed within the timeframe required by applicable law.
Where required by law, eligible standard outbound delivery costs will also be refunded. Additional costs resulting from choosing a delivery service more expensive than our standard option will not be refunded beyond the standard-delivery amount.
Refunds for Orders Not Received
If tracking indicates that a parcel has been lost or if the shipment cannot be delivered, contact us so we can investigate with the carrier.
Where the parcel is confirmed as lost, we will offer an appropriate replacement or refund in accordance with applicable consumer law.
Product Exceptions
Certain products may be excluded from change-of-mind returns where a specific legal exception applies. Any applicable restriction will be clearly disclosed before purchase.
This does not limit your legal rights where goods are faulty, damaged, not as described or otherwise fail to meet applicable consumer-law requirements.
How to Start a Return or Exchange
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Email contact@pawvesa.com within the applicable return period.
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Include your order number and the reason for the request.
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Wait for our return instructions and the applicable return address.
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Package all components securely.
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Return the product using the instructions provided.
For customer-arranged returns, we recommend using a trackable shipping service and retaining proof of postage until the return has been completed.
Contact Us
Pawvesa
Email: contact@pawvesa.com
Phone: +44 117 410 1297
Address:
17 Regency Drive
Brislington
Bristol
BS4 4UA
United Kingdom
Customer service: Monday–Friday, 09:00–17:00 UK time
Response time: We aim to respond within 1–2 business days.