Refund policy
Last updated: August 6, 2026
This Refund and Returns Policy explains how Paws of Prestige handles returns, exchanges and refunds. Nothing in this policy limits any mandatory consumer protection rights that apply to your purchase and cannot legally be excluded.
1. Contact Before Returning
Please contact us before returning any item. Returns sent to us without prior contact and written authorisation may not be accepted.
2. Return Authorisation
To start a return, contact us at sales@thepawsofprestige.com with your order details and the reason for the return. We will review your request and respond with further instructions.
3. Return Address
Our return address is not published. If a return is required, the correct return address will be provided to you directly once your request has been reviewed and approved.
4. Damaged, Defective, Incorrect or Misdescribed Goods
If an item arrives damaged or defective, does not match its description, or you receive the wrong item, please contact us as soon as possible. We may ask for photographs or other reasonable supporting information to help us assess the issue. Once reviewed, we will provide return instructions where a return is needed. Where legally required, we will cover or reimburse reasonable return shipping costs for these items. Available remedies — including repair, replacement, refund or another outcome — depend on the circumstances and applicable mandatory consumer law.
5. Change-of-Mind Requests
We understand you may change your mind about a purchase. Change-of-mind requests are reviewed on a case-by-case basis and approval is not automatic. Please contact us before returning an item. If a change-of-mind return is approved, we will confirm the return address, condition requirements, who is responsible for return shipping, and whether any deduction applies before you send the item back.
6. Non-Returnable Items
Some items may not be eligible for a change-of-mind return, including items that are used, altered, missing original packaging, or identified as final sale at the time of purchase. Items purchased at a discount or during a sale remain eligible for the protections described in Section 4 if they are damaged, defective, incorrect or materially misdescribed — a discount does not remove those rights.
7. Condition of Authorised Returns
Unless we advise otherwise, authorised returns should be unused, in their original condition, and include original packaging and accessories where applicable.
8. Return Shipping
Responsibility for return shipping costs depends on the reason for the return and will be confirmed with you when your return is authorised. Reasonable return costs are covered where legally required.
9. Inspection
Authorised returns are inspected once received. We will contact you if any issue is identified with a returned item.
10. Refund Method
Approved refunds are generally issued to the original payment method used for the purchase.
11. Refund Processing
Once a refund is approved, please allow reasonable time for it to be processed. Your payment provider or financial institution may require additional time to make the funds available in your account.
12. Exchanges
Exchanges may be offered at our discretion, subject to availability, and are not guaranteed in every case. Please contact us to discuss exchange options for your order.
13. Cancellations
If you wish to cancel an order, please contact us as soon as possible. We will do our best to accommodate cancellation requests made before an order has been processed for shipping. Cancellation may not be possible once an order has been dispatched.
14. Missing Refunds
If you have not received an approved refund within a reasonable time, please first check with your payment provider or financial institution, as processing times vary. If you have done this and still have not received your refund, please contact us.
15. Contact
For any question about returns or refunds, contact us at sales@thepawsofprestige.com.