Refund policy

Returns and refunds

We offer a 30-day return period beginning on the day your order is delivered. This policy is in addition to your statutory rights.

Starting a return

Email hello@pawlyz.com with your order number and the item you wish to return. We will provide the correct return address and instructions. Please do not send an item back without contacting us first.

Change-of-mind returns

Items should be unused, complete and in a resellable condition, with their original packaging where reasonably possible. Unless we agree otherwise, the customer is responsible for the cost of a change-of-mind return. Original expedited-delivery charges are not refundable beyond the least expensive standard delivery option offered.

Faulty, damaged or incorrect items

Contact us promptly with your order number and photographs where appropriate. Where an item is faulty, damaged on arrival or incorrect, we will provide an appropriate remedy under UK consumer law and cover reasonable return costs when a return is required.

Refund timing

Approved refunds are issued to the original payment method within 14 days after we receive the returned goods, or after you provide acceptable evidence that they were sent back. Your bank or payment provider may take additional time to display the refund.

Cancellations

UK consumers normally have a legal right to cancel most online purchases within 14 days of delivery. Some exclusions apply, including certain personalised, sealed hygiene or perishable goods once the relevant conditions are met.

Nothing in this policy limits rights provided by the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013.