Return Policy
Return & Refund Policy
Last updated: 14 August 2026
At Pawmio, we want you to be happy with your purchase. If something isn't right with your order, we're here to help.
This Return & Refund Policy explains how returns, refunds, cancellations and faulty products are handled.
1. Your Right to Cancel
If you are a UK consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods, without needing to provide a reason.
To exercise this right, please contact us at:
Once you have notified us that you wish to cancel, you generally have a further 14 days to return the goods.
Your statutory consumer rights are not affected by this policy.
2. Condition of Returned Items
Returned products should be sent back in an appropriate condition and, where possible, in their original packaging.
You may inspect goods as you would reasonably be able to in a shop. However, you may be responsible for any reduction in the value of goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functionality.
For hygiene reasons, certain products may not be eligible for return once they have been unsealed or used where applicable law permits such an exclusion.
This may include certain pet-care, grooming, cleaning or other products where returning an opened or used item would create hygiene or health concerns.
3. Faulty, Damaged or Incorrect Items
If your order arrives:
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Damaged
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Faulty
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Defective
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Significantly different from its description
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Or you receive the wrong product
please contact us at shoppawmio@gmail.com as soon as possible.
Please include:
Your order number + a description of the issue + clear photographs where appropriate.
We will assess the issue and, where appropriate, offer a replacement, repair or refund in accordance with your statutory consumer rights.
4. Return Shipping
If you are returning an item because you have simply changed your mind, you may generally be responsible for the direct cost of returning the goods, unless we have agreed otherwise or applicable law requires us to cover those costs.
If an item is faulty, damaged, incorrect or not as described, Pawmio will handle the matter in accordance with your applicable consumer rights.
Please contact us before returning any item.
Do not send a return to an address obtained from a product manufacturer or supplier without first contacting us.
5. Refunds
Once your cancellation or return has been accepted, we will process your refund in accordance with applicable law.
For qualifying cancellations, refunds will generally be made using the same payment method used for the original purchase, unless otherwise agreed.
Where required by law, refunds will include the cost of the standard delivery option originally selected. Any additional cost resulting from choosing a more expensive delivery method may not be refundable.
Where goods are being returned, we may wait until the goods have been received back or you have provided appropriate evidence that they have been sent back, where permitted by law.
6. Exchanges
If you would prefer an exchange rather than a refund, please contact us at:
Depending on the product and circumstances, we may be able to arrange a replacement.
7. International Returns
Customers outside the UK may have different consumer cancellation and return rights depending on their country of residence.
Where applicable, we will comply with mandatory consumer protections that apply to your purchase.
International customers may also be responsible for return shipping costs where permitted by applicable law.
8. Important Consumer Rights
Nothing in this policy limits or excludes any rights you have under applicable consumer protection law.
In particular, goods supplied to UK consumers must generally be as described, of satisfactory quality and fit for purpose.
If a product is faulty or does not meet these requirements, you may have additional legal remedies beyond our standard change-of-mind return process.
9. How to Request a Return
To start a return or cancellation, email:
Please include:
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Order number
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Name used for the order
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Reason for contacting us
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Photographs or other evidence, where relevant
We will respond with the next steps.
Contact
Pawmio
Email: shoppawmio@gmail.com
We aim to respond to customer enquiries as quickly as possible.
Pawmio — Better products for happier pets. 🐾