Refund policy
Return & Refund Policy
The Claws and Paws Collective
At The Claws and Paws Collective, we want you and your furry friends to love every purchase. If something isn't right, we're here to help.
Returns
We accept returns within 30 days of delivery.
To be eligible for a return, items must:
- Be unused and in their original condition
- Be returned in original packaging where possible
- Include proof of purchase or order number
Please contact us before returning any item so we can provide return instructions.
Damaged, Defective or Incorrect Items
If your item arrives:
- Damaged
- Defective
- Incorrect
- Missing parts
please contact us within 7 days of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- A description of the issue
- Clear photos or videos of the item and packaging
Where appropriate, we will offer:
- A replacement
- A refund
- Or another suitable resolution
Change of Mind Returns
We understand that sometimes things don't work out.
If you wish to return an item due to a change of mind, you may do so within 30 days, provided the item is unused and in resaleable condition.
Please note:
- Customers are responsible for return shipping costs for change-of-mind returns
- Original shipping fees (if applicable) are non-refundable
Non-Returnable Items
For hygiene and safety reasons, some products may not be eligible for return, including:
- Used pet accessories
- Grooming or hygiene products once opened or used
- Personalised or custom-made items
- Clearance or final sale products (where stated)
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved, refunds will be issued to your original payment method.
Please allow:
- 3–7 business days for processing after approval
- Additional time depending on your bank or payment provider
Order Cancellations
Orders may be cancelled before they are processed or dispatched.
Once an order has been processed or shipped, cancellation may no longer be possible.
Please contact us as soon as possible if you need to cancel an order.
Late or Missing Refunds
If you have not received your refund:
- Check your bank account again
- Contact your payment provider or bank
- If the issue continues, contact us and we will be happy to assist
Contact Us
If you have any questions about returns or refunds, please contact us via our Contact Us page: