Refund policy
Returns Policy
Last Updated: July 2026
At The Big Paw Club, we want you and your dog to love every purchase. If you're not completely satisfied with your order, we're here to help.
Please read our Returns Policy carefully before requesting a return.
Return Eligibility
You may request a return within 30 days of receiving your order.
- To be eligible for a return, items must:
- Be unused and in their original condition.
- Be free from pet hair, dirt, odours, stains, or signs of wear.
- Include all original tags, packaging, and any accessories.
- Not have been washed or altered in any way.
- We reserve the right to refuse returns that do not meet these conditions.
How to Start a Return
To request a return, please contact our Customer Support team within 30 days of receiving your order.
Please include:
- Your order number.
- The item(s) you wish to return.
- The reason for your return.
Once your return is approved, we'll provide instructions on how and where to send your item.
Please do not return items without contacting us first, as this may delay the processing of your return.
Return Shipping Costs
Unless an item is faulty, damaged, or incorrect, customers are responsible for the cost of returning their item(s).
We recommend using a tracked shipping service, as we cannot be responsible for returned parcels that are lost in transit.
Original shipping charges are non-refundable unless required by law.
Exchanges
If you'd like a different size or colour, please contact us.
Where stock is available, we'll be happy to arrange an exchange.
If the requested item is unavailable, we may offer a refund or store credit, depending on the circumstances.
Customers are responsible for return postage unless the item is faulty or we have made an error with the order.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged during transit, or incorrect, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging.
If we determine that the item is faulty or that we made an error, we'll arrange an appropriate solution which may include a replacement, repair, or refund.
International Returns
Customers outside the United Kingdom are responsible for any return shipping costs unless the item is faulty or supplied incorrectly.
Any customs duties, taxes, or import fees paid when receiving your order are generally non-refundable by The Big Paw Club.
You may be able to recover these directly from your local customs authority depending on your country's regulations.
Return Inspection
Once your returned item has been received, it will be inspected to ensure it meets our returnconditions.
If approved, your return will proceed to the refund stage in accordance with our Refund Policy.
If a returned item does not meet the conditions outlined in this policy, it may be returned to you at your expense.
Consumer Rights
Nothing in this Returns Policy affects your statutory rights under applicable consumer protection laws.
Customers in the United Kingdom, European Union, and other applicable jurisdictions continue tobenefit from their legal rights relating to faulty, misdescribed, or defective goods.
Refund Policy
Last Updated: July 2026
At The Big Paw Club, customer satisfaction is important to us. If you're eligible for a refund, we'll process it as quickly as possible and keep you informed throughout the process.
Please read this Refund Policy carefully to understand how refunds are handled.
Refund Eligibility
Refunds may be issued in the following circumstances:
- Your returned item meets the conditions outlined in our Returns Policy.
- You receive a faulty, damaged, or incorrect item.
- Your order cannot be fulfilled by The Big Paw Club.
- Where required by applicable consumer protection laws.
- Refunds will not be issued for items that do not meet our return requirements unless required by law.
Refund Process
Once we receive and inspect your returned item, we'll notify you by email to confirm whether your refund has been approved.
If approved, your refund will be processed using your original payment method.
Please note that refunds can only be made to the original payment method used when placing the order.
Refund Timeframes
Once your refund has been approved they are typically processed by us within 5 business days.
Your payment provider or bank may take an additional 3–10 business days to return the funds to your account.
Processing times may vary depending on your bank or payment provider.
Original Shipping Charges
Original shipping charges are generally non-refundable, unless:
- We sent you the wrong item.
- The item arrived damaged or faulty.
- We are legally required to refund the shipping costs.
Return Shipping Costs
Unless your item is faulty, damaged, or supplied incorrectly, return shipping costs are the responsibility of the customer.
If we have made an error with your order or the product is confirmed to be faulty, we will reimburse reasonable return shipping costs where appropriate.
Partial Refunds
In certain circumstances, only a partial refund may be issued.
Examples include:
- Items returned with signs of use.
- Items returned without original packaging or tags.
- Items that are not in their original condition due to reasons not caused by us.
- Returns received outside our stated return period where a refund is still appropriate under applicable law.
- Each case will be assessed individually.
Faulty or Damaged Items
If your item arrives faulty or damaged, please contact us within 48 hours of delivery.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging.
We'll review your claim as quickly as possible and, where appropriate, offer a replacement, repair, or full refund.
Orders Returned Due to Incorrect Address
Customers are responsible for ensuring the shipping address provided at checkout is accurate.
If an order is returned to us because of an incorrect or incomplete delivery address provided by the customer, original shipping costs are non-refundable.
Additional shipping charges may apply if you would like the order to be sent again.
Refused Deliveries
If an international order is refused by the customer and returned to us, any costs incurred may be deducted from your refund, including:
- Original shipping costs.
- Return shipping charges.
- Customs duties or import fees charged to us.
- Courier handling fees.
This applies only where permitted by applicable law.
Sale Items
Sale or promotional items are eligible for refunds unless marked as Final Sale or Non-Returnable at the time of purchase.
Final Sale items cannot be refunded unless they are faulty or your legal consumer rights require otherwise.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible.
Orders may only be cancelled before they have been processed or dispatched.
Once an order has been shipped, it cannot be cancelled and must instead follow our Returns Policy.
Chargebacks
If you experience an issue with your order, we encourage you to contact us before initiating a chargeback with your payment provider.
Our Customer Support team will always do their best to resolve any concerns quickly and fairly.
Your Consumer Rights
Nothing in this Refund Policy limits or excludes your statutory rights under applicable consumer protection laws.
Customers in the United Kingdom, European Union, United States, Canada, and other applicable jurisdictions retain all legal rights relating to faulty, damaged, or misdescribed goods.
Contact Us
If you have any questions about returning an order, please contact our Customer Support team through
our Contact Us page or by email.
We're always happy to help and will do our best to make the process as simple as possible.