Returns Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in a resaleable condition, unworn or unused, with tags, and in its original packaging where reasonably possible. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at hello@pawbranch.co.uk Returns should be sent to:

Paw Branch, Unit 5, Woodend Mills, South Hill, Lees, Oldham, OL4 5DR

Items sent back to us without first requesting a return will not be accepted. Customers are responsible for the cost of return postage unless the item is faulty or not as described.

You can always contact us for any return question at hello@pawbranch.co.uk

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned for health and safety reasons, including opened food products, treats, or chews. We also cannot accept returns on personalised or custom-made items. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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.

Your legal rights (online orders)

If you buy online, you have 14 days from the day after delivery to let us know you wish to cancel for any reason. You then have another 14 days to return the goods. We’ll refund the item price and our standard delivery cost within 14 days of getting the goods back or proof that they’ve been sent.

If items are handled more than necessary to check their nature and function, we may deduct for any loss in value.

Faulty or not-as-described goods

Your statutory rights are protected. If an item is faulty or not as described, you have 30 days to return it for a full refund. After that, we’ll offer a repair or replacement, or a refund if that isn’t possible.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. 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 card provider to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@pawbranch.co.uk