Last updated: 19 July 2026
We want you to be happy with your POWPAW order. This policy explains how to return an item, request a refund, or report an item that arrives broken, damaged, faulty or incorrect.
30-day return window
You may request a return within 30 calendar days after receiving your order. To start a return, email admin@powpawtoy.com with your order number and the reason for your return. Please wait for return instructions before sending anything back.
For a change-of-mind return, the item should be unused, in the same condition in which it was received and, where reasonably possible, in its original packaging. You may handle the item as you would in a shop to inspect it. We may reduce a refund if the item has been used or handled beyond what is reasonably necessary and its value has been reduced.
Broken, damaged, faulty or incorrect items
If your order arrives broken, damaged, faulty or is not the item you ordered, contact us as soon as possible with your order number and clear photographs or video showing the issue. We will offer an appropriate replacement or refund at no additional cost. Where you have a legal right to choose a refund, replacement or other remedy, this policy does not restrict that right.
Return shipping
Customers are normally responsible for return shipping costs on change-of-mind returns. We will cover reasonable return costs, or provide another suitable solution, when an item is faulty, damaged, not as described or sent incorrectly. Please obtain proof of postage and keep it until your return is completed.
Refunds
Once the returned item or satisfactory evidence of return has been received and inspected, we will notify you of the outcome. Approved refunds will be sent to the original payment method. We aim to issue refunds promptly and, where UK consumer law applies, no later than 14 days after receiving the returned goods or acceptable evidence that they were sent back.
Where required by law, an eligible cancellation refund will include the original standard delivery charge. Additional amounts paid for premium delivery are not refundable beyond the standard delivery amount. Your bank or payment provider may require additional time to display the refund.
Cancellations
If you need to cancel an order before it has been dispatched, contact us immediately. We cannot guarantee cancellation after fulfilment has started. If the order has already been dispatched, the normal return process applies.
Your statutory rights
Our 30-day policy is in addition to your statutory consumer rights. UK customers buying online generally have at least 14 days after delivery to cancel an eligible order, followed by a further 14 days to return it. Separate rights apply to goods that are faulty, not of satisfactory quality, not fit for purpose or not as described, including the short-term right to reject certain faulty goods within 30 days. Nothing in this policy limits rights that cannot legally be excluded.
Contact
For return or refund assistance, email admin@powpawtoy.com.