Refund policy

The Forepaws Company – Returns & Refunds

We want you to be happy with your purchase. If something isn’t right, please contact us and we’ll do our best to help.

Changing your mind

For most non-personalised products purchased online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right, please email us at theforepawscompany@gmail.com within 14 days of receiving your order. You then have a further 14 days to return the goods.

Items should be returned in a condition that allows us to inspect and resell them. You may handle the goods as you would in a shop, but we may make a deduction from your refund if their value has been reduced by handling beyond what is necessary to establish their nature, characteristics and functioning.

Unless the item is faulty, incorrect or not as described, you are responsible for the direct cost of returning it. We will provide return instructions and the appropriate return address after you contact us. Please do not send items back without contacting us first, as our products may be fulfilled by different suppliers.

Personalised and made-to-order products

Products made to your specifications or clearly personalised, such as memorial prints containing your pet’s name or dates, are generally exempt from the 14-day change-of-mind cancellation right.

This does not affect your rights if an item is faulty, damaged, incorrectly personalised due to our error, or not as described.

Please check all names, dates and other personalisation details carefully before placing your order. If you notice a mistake after ordering, contact us as soon as possible. We will try to help, but changes may not be possible once production has begun.

Non-personalised print-on-demand products are not automatically excluded from statutory cancellation rights simply because they are printed after an order is placed.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged, incorrect or not as described, please contact us at theforepawscompany@gmail.com with your order number and a description of the issue. Photographs may help us resolve the problem more quickly, but they are not a condition of your statutory rights.

We will arrange an appropriate remedy in accordance with your rights under the Consumer Rights Act 2015. Depending on the circumstances, this may include a repair, replacement, price reduction or refund. Where a return is required because goods are faulty or incorrect, we will cover reasonable return costs.

Refunds

For a valid change-of-mind cancellation, we will refund the price paid for the goods and the original standard delivery charge, where applicable. We are not required to refund any additional cost paid for an enhanced delivery service.

Refunds will be made using the original payment method, unless otherwise agreed. We will issue the refund within 14 days of receiving the returned goods, or receiving evidence that you have sent them back, whichever is earlier.

For faulty or incorrect goods, refunds will be handled in accordance with your statutory rights.

Orders that have not arrived

If your order has not arrived within the estimated delivery period, please contact us. We will investigate with the supplier or carrier and work with you to resolve the issue. Your statutory rights regarding late or non-delivery are unaffected.

How to contact us

Email: theforepawscompany@gmail.com

Please include your order number when contacting us. We will provide the correct return address and instructions for your particular product.

Nothing in this policy affects your statutory rights under UK consumer law.

The Forepaws Company