Refund policy
At SweetPaws, your happiness — and your pet's — is at the heart of everything we do. We work hard to make sure every order arrives perfectly, but if something isn't quite right, we're here to make it right. Please take a moment to read through our policy below so you know exactly what to expect.
A. Instructions for Cancellation
Introduction
Consumers, i.e. any individual acting for purposes which are wholly or mainly outside that individual's trade, business, craft or profession, are entitled to cancel any contract on the following conditions:
Right to Cancel
You have the right to cancel this contract within 30 days without giving any reason. We've extended the standard 14-day statutory period to 30 days because we want you to feel completely confident in your purchase.
The cancellation period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or an e-mail). You may use the model cancellation form provided at the bottom of this page, but it is not obligatory. Our contact details for cancellation requests are shown above.
Please note: These are only the contact details for cancellation requests. The return address for goods will be provided separately upon processing your cancellation, as we work with multiple fulfilment centres.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us) without undue delay and not later than 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will only be liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Return Shipping Costs
For change-of-mind returns, you are responsible for the direct cost of returning the goods. However, we always do our best to make this as easy as possible — please reach out to us and we'll guide you through every step.
Exclusion and/or Premature Expiration of the Right to Cancel
The right to cancel is excluded for contracts for the supply of goods that are made to the consumer's specifications or are clearly personalised.
The right to cancel ceases to be available in the case of any sales contract if the goods become mixed inseparably (according to their nature) with other items after delivery.
The right to cancel does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
General Information
1) Please prevent damage to and contamination of the goods. Please return the goods, if possible, in the original packaging with all accessories and all packaging components. If necessary, please use protective outer packaging. If you are no longer in possession of the original packaging, please use suitable packaging providing adequate protection against potential transport damage.
2) Please do not return the goods freight forward.
3) Please note that the above general information in section 1 and 2 is not a precondition for effectively exercising your right to cancel.
Faulty, Damaged or Incorrect Goods
We take great care in checking every order before it leaves our fulfilment centre, but in the rare event that something arrives faulty, damaged, or incorrect, we'll make it right — quickly and at no extra cost to you.
If your item is faulty, damaged in transit, or not what you ordered:
— We will cover the full cost of return shipping and provide you with a prepaid return label.
— You may choose between a free replacement, a repair, or a full refund — whichever you prefer.
— Please contact us within 30 days of receipt and include a short photo or video of the issue. This helps us process your request faster and improve our quality controls.
— In many cases (especially for minor defects), we will simply send you a replacement straight away — no need to return the original item.
Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.
Lost in Transit
In some rare cases, your order may take longer to arrive than expected. While we don't directly control shipping carriers, we never want you to be left out of pocket. If your order has not been delivered within 60 days of dispatch, we will offer you a full refund or a free replacement — your choice.
Please note: for faster delivery, some of your items may arrive in multiple packages on different days. If you're unsure whether your order is complete, just get in touch and we'll happily check for you.
Order Changes and Cancellations Before Dispatch
Need to change your address, swap an item, or cancel your order entirely? No problem — just contact us as soon as possible. We can usually accommodate changes if your order has not yet been processed for dispatch. Once an order has been packed and handed over to our shipping partner, we may not be able to intercept it, but we'll always do our best to help.
How to Get in Touch
We genuinely love hearing from our customers, and our support team is here to help with any questions, concerns, or special requests. The fastest way to reach us is by email — we typically respond within 24 hours on business days. Please use the contact email shown in our company details at the top of this page.
B. Cancellation Form
If you wish to cancel the contract, please complete and return this form to us:
I/We (*) hereby cancel the contract concluded by me/us (*) for the purchase of the following goods (*) / the provision of the following service (*):
____________________________________________________________
____________________________________________________________
Ordered on (*) ______________ / Received on (*) ______________
Order number / order reference of consumer(s):
____________________________________________________________
Name of consumer(s):
____________________________________________________________
Address of consumer(s):
____________________________________________________________
Signature of consumer(s) (only if this form is notified on paper):
____________________________________________________________
Date: ______________
(*) Delete as appropriate