Refund policy
We want every Pawbrio order to be exactly what you hoped for. If something isn't right, we're here to help. This page explains how returns, refunds and faulty items work, in plain terms.
At a glance
| Return window | 30 days from the day you receive your order |
| Exchanges | Not offered — return for a refund and place a new order |
| Return postage (change of mind) | Paid by you |
| Return postage (faulty, damaged or incorrect) | Reasonable costs reimbursed by us |
| Restocking fee | None |
| Refund issued | Within 7 working days of us receiving and inspecting the item |
| Refund reaches you | Usually 5–10 business days after issue, depending on your bank or card issuer |
| Refund method | Original payment method only |
| How to start | Email returns@pawbrio.co.uk with your order number |
Your right to return (30 days)
You can return your items within 30 days of receiving your order, whether or not they are faulty. This is more generous than your statutory 14-day cancellation right under the Consumer Contracts Regulations 2013, which also applies in full.
How to start a return
- Email returns@pawbrio.co.uk within 30 days of receiving your order. Include your order number, the item(s) you wish to return and the reason.
- We will reply within two business days with return instructions and the correct return address. Please do not send anything back before you hear from us — our business address is not a returns address, and unauthorised returns may not be processed.
- Pack the item securely, ideally in its original packaging, and send it using a tracked service. Keep your proof of postage.
- We will email you when the item arrives and again when your refund has been issued.
Exchanges
We do not offer direct exchanges. If you would like a different size, colour or item, return the original for a refund following the steps above and place a new order for the replacement whenever you are ready. If your item arrived faulty, damaged or incorrect, see the section below — we will arrange a replacement, repair or refund.
Condition of returned items
For change-of-mind returns, items must be unused and in their original condition and, where possible, in their original packaging. For hygiene reasons, pet bedding, bowls, litter boxes and grooming tools must be unused. Items returned used or damaged (where the damage was not present on arrival) may not be eligible for a full refund.
Return postage
Change of mind or unwanted items: the cost of return postage is your responsibility.
Faulty, damaged or incorrect items: contact returns@pawbrio.co.uk as soon as possible with your order number and clear photographs of the issue. We will assess each case and reimburse reasonable return postage costs for items confirmed as faulty, damaged or incorrect. Depending on the item we may offer a replacement, a repair or a full refund.
Refunds
Once we receive and inspect your returned item, we will issue your refund within 7 working days and email you to confirm. Refunds are made to your original payment method only. Your original delivery charge (currently free on all orders) is included for eligible returns. We do not charge restocking fees.
After we issue a refund it usually appears on your card or account within 5–10 business days, depending on your bank or card issuer.
Cancelling before dispatch
If you change your mind before your order is dispatched, email support@pawbrio.co.uk with your order number as soon as possible. If we can stop the order we will cancel it and refund you in full; if it has already been dispatched, please follow the returns process above.
Your statutory rights
Your statutory rights under UK law are not affected by this policy.
Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving it, without giving a reason. We extend this to 30 days as a commercial decision.
Under the Consumer Rights Act 2015, if an item arrives damaged or develops a fault within 30 days of delivery you are entitled to a full refund. Between 30 days and six months you retain the right to a repair or replacement (or a refund if those are not possible). We will always handle these cases fairly and in accordance with the law.
Questions?
- Returns: returns@pawbrio.co.uk
- General support: support@pawbrio.co.uk · 07957 458362
Business address: Office 1, Izabella House, 24–26 Regent Place, Birmingham, B1 3NJ, United Kingdom — this is not a returns address.