Returns
Our returns policy lasts 14 days. Unfortunately we can’t offer you a refund or exchange after this time.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Non-returnable items: Gift cards, Dog treats, Shampoos, Paw & nose balm.
To arrange a return, please email us in the first instance: customers@bigpaws.co so we can get the ball rolling, we require proof of purchase/order number.
There are certain situations where only partial refunds may be granted. Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customers@bigpaws.co.
Only the price you paid will be refunded, less any postage costs if we paid the postage.
Missing Parcels - Please get in touch with us so we can help trace your parcel. If you gave permission for your delivery to be left in a specified safe place or received by a nominated neighbour and something goes wrong, you will still be considered to have received the delivery. As a retailer we are not responsible if something goes wrong. In practice you’ve said you are happy for anyone or anywhere in close proximity to your home to accept delivery on your behalf. Read more about your rights HERE
Exchanges/Changed your mind
We only replace items if they are defective or damaged. If you change your mind or would like to exchange an item for a different colour/size please send us an email first to customers@bigpaws.co
Shipping costs are non-refundable. You will be responsible for paying your own shipping costs for returning a non-faulty item. Please ensure you get a proof of shipping when returning your item.
