Refund policy

Return and Refund Policy

Last updated: 18 September 2026

This policy applies to purchases made through pawcuria.com. It does not limit statutory consumer rights.

1. UK right to cancel

If you are a UK consumer buying eligible goods online, you generally have 14 days after the day you receive the goods to tell us that you wish to cancel without giving a reason. After notifying us, you normally have a further 14 days to send the goods back.

To cancel, email pawcuria@gmail.com with your name, order number, product and a clear statement that you wish to cancel. You may also use our Cancellation Form at /pages/cancellation-form.

2. Condition of returned goods

You may inspect and handle goods to the same extent that would reasonably be allowed in a shop. Please return products complete and, where reasonably possible, with supplied packaging, accessories and instructions.

If handling goes beyond what is reasonably necessary and reduces the value of the goods, we may make a lawful deduction from the refund.

3. Return shipping

For a change-of-mind return, you are responsible for the direct cost of returning the goods where we informed you of that responsibility before purchase.

If goods are faulty, damaged, misdescribed, not as ordered or otherwise do not conform to the contract, Pawcuria Pets will cover reasonable return costs where required by law.

4. Refunds

For a valid cancellation, we will refund the amount paid for returned goods and, where required by law, the cost of the least expensive standard delivery option offered for the order.

For returned goods, the refund will be made without undue delay and no later than 14 days after we receive the goods back or, where legally permitted, after you provide satisfactory evidence that you sent them back, whichever occurs first.

5. Faulty or misdescribed goods

Goods must be of satisfactory quality, fit for purpose and as described. UK consumers normally have a short-term right to reject faulty goods within 30 days, subject to the Consumer Rights Act 2015 and the circumstances of the purchase.

Rights to repair, replacement, price reduction or refund may also apply.

6. Exceptions

Statutory exceptions to change-of-mind cancellation can include goods made to your specifications or clearly personalised, goods liable to deteriorate rapidly, and sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed.

These exceptions do not remove rights relating to faulty or misdescribed goods.