Refund Policy
This policy explains change-of-mind returns, statutory cancellation rights, our additional 30-day return guarantee, refunds, and what to do if an item is faulty, damaged or incorrect.
1. Change-of-mind cancellation rights
For most goods bought online, UK consumers can notify the seller within 14 days after receiving the goods that they wish to cancel without giving a reason. After notifying us, you normally have a further 14 days to return the goods.
2. PawVoyage 30-day return guarantee
In addition to applicable statutory rights, PawVoyage offers an additional 30-day return window for eligible change-of-mind returns. To use this voluntary guarantee, contact us within 30 days of delivery. Items returned under the voluntary guarantee should be clean, unused and in their original condition and packaging where reasonably possible. This guarantee does not affect your statutory consumer rights.
3. How to start a return
- Email pawwvoyage@gmail.com or use our Contact Us page.
- Include your order number and the email address used at checkout.
- Tell us which item you wish to return and whether the reason is change of mind, damage, fault or an incorrect item.
- Wait for the return instructions before sending the parcel.
Returns address:
48 Aldersey Gardens, Barking, England, United Kingdom
4. Return postage
For eligible change-of-mind returns under our store guarantee, PawVoyage will arrange or cover return postage as described in the instructions we send you. Faulty, damaged or incorrectly supplied items are handled in accordance with your legal rights.
5. Refund timing and method
Approved refunds are returned to the original payment method. For statutory cancellations involving returned goods, we may wait until the goods are returned or you provide evidence that they were sent back. We will issue the refund within the timeframe required by applicable law. Where the statutory cancellation right applies, the refundable amount includes the basic outbound delivery charge if one was paid; any extra amount paid for a premium delivery option is not refundable beyond the basic delivery cost.
6. Handling and deductions
You may inspect goods as you reasonably would in a shop. Where the law allows, a refund may be reduced if handling beyond what is necessary to establish the nature, characteristics and functioning of the goods has reduced their value. Separate conditions can apply to the additional voluntary 30-day guarantee after the statutory cancellation period.
7. Faulty, damaged or incorrect items
If your order is faulty, damaged on arrival, not as described or incorrect, contact us promptly with your order number and details of the issue. Clear photographs can help us investigate. We will provide the remedy required by applicable consumer law. Our 30-day guarantee does not replace your legal rights for faulty goods.
8. Items that cannot be returned under the voluntary guarantee
We may decline a return under our additional voluntary 30-day guarantee where an item has been materially used, heavily soiled, damaged after delivery through misuse, altered, or returned outside the stated voluntary return period. This does not limit statutory rights where goods are faulty, not as described or otherwise protected by law.
9. Need help?
Contact pawwvoyage@gmail.com or visit Contact Us. Please do not send a return before receiving return instructions.