Returns & Refunds

• Unused items in their original packaging, with tags attached.
• Items that arrived damaged, faulty, or different from what you ordered — send us a photo and we'll replace or refund it, and you won't pay return postage.
• Wrong size? Harnesses, collars and beds can be exchanged once at no extra cost.

• Used grooming tools, opened treats or consumables, and anything soiled — for hygiene reasons.
• Personalised or custom-made items, unless they arrived faulty.
• Requests made more than 30 days after delivery.

Email pawqero@gmail.com with your order number and, if the item is damaged, a photo. We'll reply within 1 business day with a return address and instructions. Please don't send anything back before you hear from us — returns sent to the wrong address can't be refunded.

If the item is faulty, damaged, or not what you ordered, we cover it. If you simply changed your mind, return postage is yours to cover.

Once your return reaches us and passes a quick check, we refund to your original payment method within 5-10 business days. Your bank may take a few days more to show it. Original shipping charges are refunded only if the item was faulty or we made a mistake.

Orders can be cancelled free of charge any time before they ship — usually a window of about 24 hours. Email us straight away and we'll stop it if we can.

Photograph the item and the packaging before you throw anything away, and send both to us within 7 days of delivery. That's all we need to put it right.