Refund policy

Paw & Fern — Return and Refund Policy

Last updated: 10 November 2026

At Paw & Fern, we want you and your pets to be happy with every purchase. If something isn't right with your order, we're here to help.

1. Returns within 30 days

We offer a 30-day return request window from the date your order is delivered for eligible products.

To qualify for a change-of-mind return, products should be unused, in their original condition and, where reasonably possible, in their original packaging.

Please contact our customer support team before returning any items so we can provide the appropriate return instructions.

Our voluntary 30-day returns policy does not affect your statutory consumer rights.

2. Your UK cancellation rights

For most products purchased online, UK customers have a legal right to cancel their order within 14 days of receiving the goods, without giving a reason.

After notifying us of cancellation, you generally have another 14 days to return the goods.

We will refund the product price and any qualifying standard outbound delivery charge in accordance with applicable law, normally within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Certain products may be excluded from cancellation rights under applicable law.

3. Damaged, faulty or incorrect items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

Where possible, include your order number, a description of the issue and photographs showing the problem.

We will arrange an appropriate remedy in accordance with your consumer rights, which may include a replacement, repair or refund.

Where legally required, we will cover reasonable return costs for faulty or incorrectly supplied products.

4. Return shipping costs

For change-of-mind returns, customers may be responsible for direct return postage costs where permitted by law and disclosed before purchase.

We will provide return instructions after reviewing your request.

Please do not send products to the address shown on your original parcel without contacting us first, as our suppliers may use different fulfilment locations.

5. Refunds

Once a return has been received and assessed, we will notify you of the outcome.

Approved refunds will normally be issued to your original payment method. The time taken for the refund to appear may depend on your payment provider.

Nothing in this policy limits your statutory rights to refunds or other remedies.