Refunds & Returns Policy
Passion for Paws
Cambridgeshire, England
Effective Date: 16/11/2025
1. Overview
At Passion for Paws, we want you to be happy with your purchase.
This Refunds & Returns Policy explains how returns, refunds, and exchanges are handled for both natural dog treats and pet accessories.
This policy complies with the Consumer Rights Act 2015 and UK consumer law.
If you have any concerns, please contact us at:
2. Eligibility for Returns
Return rules differ depending on whether the product is perishable (dog treats) or non-perishable (accessories).
3. Returns for Natural Dog Treats (Perishable Goods)
Natural treats are classed as perishable goods.
For hygiene and safety reasons:
❌ Opened treats cannot be returned or refunded.
(open packaging, damaged seals, partially used treats, or treats exposed to air)
✔ Unopened treats
We can accept returns of treats only if they are completely unopened and in their original condition.
❌ Treats cannot be returned if:
They were opened
They were stored incorrectly
Your dog disliked the treat
Your dog had a reaction or sensitivity
You purchased the wrong item
You changed your mind after opening them
This is standard for perishable pet consumables.
4. Returns for Accessories (Non-Perishable Goods)
Accessories such as:
silicone treat pouches
extendable leads
non-food items
can be returned within 14 days of receiving the order.
To be eligible, items must be:
unused,
undamaged,
in original packaging,
free from pet hair or wear.
If the item shows signs of use, a refund may be refused.
5. Faulty or Damaged Items
If an item arrives faulty, damaged, or the wrong item was sent:
✔ We will replace it or offer a refund at no cost to you.
Please contact us within 48 hours of delivery with:
your order number,
a description of the issue,
clear photos of the item and packaging.
This helps us raise the issue with our courier or supplier.
6. Lost or Missing Parcels
If your parcel does not arrive:
Contact us promptly
We will help investigate with the courier (Yodel)
Refunds or replacements may be provided depending on the courier’s findings.
7. How to Start a Return
Email us at: info@pawfectmatch.co.uk
Include:
Your name
Order number
Item(s) you want to return
Reason for return
Photos (if faulty/damaged)
We will confirm whether your item is eligible for return and provide instructions.
8. Return Shipping Costs
If the item is faulty, damaged, or incorrect → We cover return costs.
If you simply changed your mind → You are responsible for return postage.
We recommend using a tracked service so you can confirm delivery.
9. Refund Processing
Once we receive and inspect your returned item(s):
Refunds will be processed to your original payment method
Please allow 5–10 business days for the refund to appear, depending on your bank/payment provider
Refunds may be reduced or refused if:
the item is used
the packaging is damaged
treats were opened
the item is returned in a condition not suitable for resale
10. Exchanges
Exchanges for accessories may be possible if the item is:
unused,
undamaged,
in original packaging.
Perishable treats cannot be exchanged once opened.
11. Order Cancellations
Because we process orders quickly and sell perishable goods:
❌ We do not accept cancellations once an order is placed.
Please check your order carefully before completing checkout.
12. Contact Us
For any return or refund enquiries, email:
We aim to respond as quickly as possible.