Refund policy
At Pawvio, we offer a 30-day return policy. You have 30 days after receiving your item to notify us that you would like to return it.
This policy applies to UK orders and does not affect your statutory consumer rights.
How to request a return
Email support@pawvio.co.uk with your order number or other proof of purchase and details of the item you wish to return.
We will provide return instructions and confirm the appropriate return address for your item. The return address may differ from the address shown on your parcel.
Please contact us before posting your return so we can direct it to the correct location. Requesting instructions does not make your statutory cancellation rights subject to our approval.
Please send your item back within 14 days of notifying us that you wish to return it, unless we agree otherwise.
Return conditions
For returns requested under our additional 30-day policy after the statutory cancellation period, items must be unused, unworn and in their original condition, with any original tags and packaging.
During the statutory cancellation period, you may inspect an item as you would in a shop. Original packaging is helpful but is not a condition of exercising your statutory rights. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish the item's nature, characteristics and functioning.
Please package returns securely and retain proof of postage.
UK right to cancel
For most goods purchased online, you have the legal right to cancel without giving a reason within 14 days after the day you receive your goods. You then have a further 14 days to return them after notifying us.
You may notify us by emailing support@pawvio.co.uk with a clear statement that you wish to cancel your order.
The exceptions listed below apply where permitted by law.
Return postage
For change-of-mind returns, you are responsible for the direct cost of return postage where this was disclosed before purchase. Otherwise, Pawvio will cover that cost.
For faulty, damaged, incorrect or misdescribed items, Pawvio will cover reasonable necessary return costs. Please contact us so we can arrange a suitable return method.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty, incorrect or not as described, please email support@pawvio.co.uk as soon as reasonably possible.
Include your order details and, where possible, photographs to help us assess the issue. Photographs are helpful but are not a condition of your statutory rights.
We will arrange the refund, repair or replacement you are entitled to under applicable consumer law. Your rights relating to faulty goods are not limited to our 30-day return policy.
Exceptions
- Change-of-mind cancellation rights do not normally apply to:
- Goods made to your specifications or clearly personalised.
- Goods liable to deteriorate or expire rapidly.
- Sealed goods that are unsuitable for return for health protection or hygiene reasons, once unsealed after delivery.
- These exceptions do not remove your rights if an item is faulty, damaged or not as described.
- Sale items have the same statutory consumer rights as full-price items.
Exchanges
If you would like a different size, colour or product, contact us to arrange a return. You can then place a separate order for the replacement item.
Refunds
Refunds will be issued to your original payment method, without a refund processing fee.
For statutory cancellations, we will refund you within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. If we offer to collect the goods, the applicable statutory refund deadline will apply.
When you cancel an entire order within the statutory cancellation period, we will also refund the original standard delivery charge. Any additional amount paid for premium or express delivery is not refundable.
For eligible returns under our additional 30-day policy, we will issue your refund within 14 days of receiving the returned item. Original delivery charges are not refundable for these additional change-of-mind returns.
Refunds for faulty goods will be handled within the deadlines required by applicable law.
Your bank or payment provider may take additional time to display the refund in your account.
Contact
For return instructions or refund enquiries, email: