Refund policy
We want you and your pup to be 100% satisfied. Our goal is to make returns simple, fair, and hassle-free.
Last Updated: Upon Store Creation
✨ Our 30-Day Happiness Guarantee
✅ 30-day return window from delivery
✅ Hassle-free exchanges available
✅ No restocking fees, ever
✅ Quick refunds in 3-5 business days
📑 What's Covered
- Return Eligibility
- How to Start a Return
- Refunds
- Exchanges
- Damaged or Incorrect Items
- Return Shipping
- Non-Returnable Items
- Partial Refunds
- Contact Us
1. ✅ Return Eligibility
To be eligible for a return, your request must be initiated within 30 days of the date your order was delivered.
We ask that the item be in a good, saleable condition. While we understand you may have opened the product, we appreciate returns being sent back with their original packaging if possible.
🐾 Our 30-day policy is designed to give you and your pup enough time to try our products and see the benefits, completely risk-free.
2. 🚀 How to Start a Return
Starting a return is easy. Just follow these simple steps:
- Contact Us: Email our support team at support@restorepaw.com with your order number and the reason for your return.
- Get Instructions: Our team will respond promptly with your return authorisation and the correct return address.
- Send It Back: Securely package the item and send it to the address provided. We recommend using a trackable shipping service.
Once we receive your return, we will inspect it and notify you of the status of your refund or exchange.
3. 💸 Refunds
Once your return is received and inspected, we will process your refund within 3-5 business days. A credit will automatically be applied to your original method of payment.
Please allow an additional 5-10 business days for the refund to appear on your bank or credit card statement, as processing times can vary between financial institutions.
🕒 We work quickly to process refunds because we believe in fair and fast customer service. You'll receive an email confirmation once your refund has been issued.
4. 🤝 Exchanges
We are happy to offer exchanges to ensure you find the perfect product for your pup. If you would like to exchange an item, please contact our support team at support@restorepaw.com.
Our team will guide you through the process. Depending on the situation, we will arrange to either send a replacement or work with you to find a solution that guarantees your complete satisfaction.
✨ Customer satisfaction is our top priority. We're flexible and will do our best to accommodate your exchange needs — no matter the situation.
5. 📦 Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact our support team within 48 hours of delivery. Provide your order number and a clear photo of the issue so we can make it right as quickly as possible.
In these cases, we will either:
- Ship a replacement to you immediately, or
- Issue a full refund at absolutely no cost to you
✅ For any items that are damaged or incorrect due to our error, we will cover all return shipping costs. We'll provide a pre-paid shipping label for your convenience.
6. 🚚 Return Shipping
For standard returns (e.g., change of mind), the customer is responsible for the cost of return shipping.
For returns of damaged, defective, or incorrect items, RestorePaw will cover the full cost of return shipping and provide a pre-paid return label.
📍 Please contact our support team before sending anything back. We will provide you with the correct return address and authorisation.
Return Address:
RestorePaw LTD Company
71-75 Shelton Street, Covent Garden
London, WC2H 9JQ
United Kingdom
7. 🚫 Non-Returnable & Final Sale Items
Certain items are exempt from being returned, including:
- Gift cards
- Downloadable software products
- Some health and personal care items (if explicitly marked as non-returnable on the product page)
We do not operate a final sale policy as standard. If an item is ever marked as "Final Sale", it will be clearly indicated on the product page prior to purchase and cannot be returned or exchanged.
8. 🧐 Partial Refunds (Case by Case)
In certain situations, only a partial refund may be granted at our discretion. This may apply to:
- Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error
- Any item that is returned more than 30 days after the date of delivery
We handle every situation on a case-by-case basis and will always communicate with you directly to find the fairest resolution possible.
💬 Questions About Your Return?
Our friendly support team is here to help with any questions you may have about our return or refund process. We're dedicated to ensuring you and your best friend are happy with every single purchase.
📧 support@restorepaw.com
🌐 www.restorepaw.com
📍 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom