Refund policy

Can I return my order?

Of course, we have a 14-day return policy, from the date you received your item. To start a return, please contact us at hello@totallypawsome.com. Please include your name, order number and the reason for the return. Items sent back to us without first requesting a return will not be accepted or resent to you.

My item is faulty

If there is any faults or if the item shows defective or damaged, please include photos for evidence to support your return claim. 

Am I eligible? 

To be eligible for a return, your item must be in the same condition that you received it. It must be unworn and unused and free of dog hair, ensuring the tags are still attached, and in its original packaging. If the items returned show wear or use, your return will be rejected and we will not resend the items to you. 

Return process

Please pop the items into suitable and safe packaging and attach the returns slip provided on your invoicing receipt. You will be required to pay for the return postage for any item unless it arrives faulty or damaged. If you choose to return your item using normal untracked delivery then please ensure you get proof of postage otherwise we cannot be held responsible if the item goes missing on its return. 

Non-returnable items
Certain types of items cannot be returned, which include but are not limited to; sale items, seconds, custom products such as special orders or personalised items, and grooming care goods. We also cannot accept returns for items purchased with a gift card.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Refunds and exchanges will be processed within 5 working days from when we have received your items. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If it has been more than 15 business days since we’ve approved your return, please contact us at hello@totallypawsome.com

Any further questions, please let us know via email. 

Thanks 

TP x