Refund policy

🔄RETURN AND REFUND POLICY

Last updated: 26 August 2026

At The Canine Paw, we want you and your pet to be happy with every purchase.

RETURN PERIODS

United Kingdom and European Union:
You have the right to notify us that you wish to cancel or return an eligible order within 14 days of receiving it. After notifying us, you must send the item back within the following 14 days.

United States:
We offer a voluntary 30-day return period from the date your order is delivered.

These periods do not limit your legal rights if an item is faulty, damaged, not as described or incorrect.

RETURN ELIGIBILITY

To qualify for a return, the item should be returned with proof of purchase and, where reasonably possible, in its original packaging with all tags and accessories.

Customers may inspect an item as they would in a physical shop. Where permitted by law, we may reduce a refund if the value of an item has been diminished by handling beyond what was necessary to inspect it.

HOW TO START A RETURN

Before sending any item back, please email:

support@thecaninepaw.dog

Please include:

• Your order number
• The item you wish to return
• The reason for the return
• Photographs if the item is damaged, defective or incorrect

Once your request has been reviewed, we will provide return instructions and the correct return address.

Do not return an item to the address shown on the original parcel or directly to the supplier unless we specifically instruct you to do so. Returns sent without prior authorisation may not be accepted.

CHANGE-OF-MIND RETURN SHIPPING

For change-of-mind returns, the customer is responsible for the return shipping cost, unless applicable law requires otherwise. We recommend using a tracked shipping service and keeping proof of postage.

For eligible cancellations in the United Kingdom and European Union, the original standard delivery charge will be refunded where required by law. Additional charges for express or upgraded delivery are not refundable unless required by law.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order after delivery and contact us as soon as possible if the item is damaged, defective, incorrect or not as described.

After reviewing the issue, we will provide an appropriate solution, which may include a replacement, repair or refund. Where required by law, this will be provided at no additional cost to you, including reasonable return shipping costs.

REFUNDS

We will notify you after receiving and inspecting your return.

Approved refunds will be issued to the original payment method. Refunds are normally processed within 5–10 business days after approval and always within the period required by applicable law.

For United Kingdom and European Union returns, we may wait until we receive the goods or receive evidence that they have been sent back before issuing the refund, where permitted by law.

Your bank or payment provider may require additional time to display the refund in your account.

EXCHANGES

If you need a different size or colour, please contact us before returning the item. Exchanges depend on product availability.

If the replacement is unavailable, we may offer a refund or ask you to return the original item and place a new order.

NON-RETURNABLE ITEMS

Where permitted by law, the following items may not be eligible for change-of-mind returns:

• Personalised or made-to-order products
• Perishable goods, including certain pet foods
• Gift cards
• Sealed hygiene-sensitive products that have been opened after delivery
• Opened or used pet diapers, pee pads, sanitary products and grooming products

These exclusions do not apply when an item is faulty, damaged, incorrect or not as described, or where applicable law provides a right of return.

ORDER CANCELLATIONS

Please contact us immediately if you wish to cancel an order. We cannot guarantee cancellation once an order has been processed or shipped.

Any mandatory cancellation rights provided by applicable consumer law remain unaffected.

DELIVERY ISSUES

Delivery dates are estimates and may vary depending on the destination, customs processing and the shipping provider.

If an order appears significantly delayed or lost, please contact support@thecaninepaw.dog with your order number so that we can investigate.

STATUTORY RIGHTS

Nothing in this policy limits or removes any mandatory consumer rights available under the laws applicable in your country.

CONTACT

The Canine Paw
Email: support@thecaninepaw.dog