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Refunds, Exchanges & Returns


MONEY BACK GUARANTEE

We offer a money-back guarantee as we are so confident you'll love our products! 

All you have to do is let us know within 15 days of your order delivery by completing a Returns Request. Enter in your details and explain why you are not satisfied with the product and we will send you details on where to return the product for a refund. Easy as that.

You must follow our Returns Procedure to be eligible for a Return, Refund or Exchange.

  1. Go to our Returns Page 
  2. Enter in your Order Number & Email address
  3. Choose, Refund, Exchange or Store Credit
  4. Check emails for Approval Confirmation where the details on where to send the item will be. - DO NOT SEND YOUR ITEM BACK TO ANY OTHER ADDRESS THAN THE ONE IN THE EMAIL YOU RECEIVE.
  5. 3 or more items? Please see below 

If 15 days have gone by since your delivery, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it and It must also be with any original packaging and tags.

We may contact you for more information and we may ask you to take some pictures in order to correctly assess your refund request.

Once your return, refund or exchange is approved check your emails & spam folder for the Returns Authorisation Number (RAN) and where to return your item.
Please do not send your purchase back to the manufacturer or any other address than the one detailed in the RAN confirmation email you will receive.

You have 15 days from the date of your Return Request being approved to send us the item back.

Note: You will be responsible for paying for your own shipping costs for returning your item to our UK office location.

We recommend using a tracked & guaranteed delivery service when returning items.

There are certain situations where only partial refunds are granted or in some cases, some products are exempt from our money back guarantee all together such as customised products. This will be detailed on the product page.

ITEMS NOT ELIGIBLE
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error. A Partial refund may be considered.

- Any item that has been "customised" such as ID Collars or where custom text details have been included.
- Any item that is more than 15 days after delivery. 

- Any item received back by us that was shipped by yourself after 15 days since your return request was approved. Please contact us if your item is going to be in transit for a long period with tracking details. We will accept returns as long as the item was shipped back to us before the 15 days has expired.

- Some Sales items. This will be indicated in the description as Non-Refundable

- 2-for-1 offers / 3-for-2 offers. If returning part order, any refund will be calculated after any discounts that were applied to your total have been added back on.

3 or more items.
If you ordered 3 or more items at the same time and you wish to return all of them for no fault of our own, ie: Wrong size ordered / No longer required etc then a restocking fee of 15% may be applicable. Please contact us to discuss returning a large volume of items before placing an order if you have any concerns.


Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow 10 days for it to show in your account. 

Cancelations

Unfortunately once an item has shipped and is in transit you cannot cancel or modify your order.

If you have changed your mind and want a refund, please wait until the item has arrived and you can then arrange to return it to us unused via our Returns Centre.


Missing Items.

In the event that your item cannot be located via tracking or by us after 30 days and the courier is unable to provide us with a status update, up to a period of 60 days, then your item will be considered missing and full refunds will be given. This extra time allows for us to investigate and communicate with our couriers and consider other shipping delays that are outside our control.


Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check with your bank as it can take up to 10 days.
Then contact your credit card company, it may take some time before your refund is officially posted.
There is often some processing time before a refund is shown in your account depending on your bank
If you’ve done all of this and you still have not received your refund yet, please contact us at 

ContactUs@TheHappyPawStore.com.

Sale items 
All regular priced items may be refunded, unfortunately some sale items (Clearance items) cannot be refunded. This will be clearly indicated in the product description.

Exchanges 
We only replace items Free of Charge if they are defective or damaged.

If you are exchanging a clothing item for a larger size you will be liable for any price difference.

We will refund any price difference (if applicable)  if exchanging for smaller size.

If you need to exchange it for the same item go to our Returns Page and follow the onscreen instructions. You will need your order number and email address. 

If the item is faulty we may contact you for more detail and some photos as this way there will be no need to return the item and you can safely dispose of it.


Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

You will be responsible for paying for your own shipping costs for returning your item to our UK office location. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund if applicable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Please do not send your order back to any address before we have given you a Returns Authorisation Number and the correct Returns details.

WARRANTY
Unfortunately, we are not able to offer a guarantee on the durability and long term use of our pet products. We do not make any claims about our products like - Indestructible, or statements such as " This will be the last harness you'll ever buy" as this is unrealistic. As a dog owner, your common sense will tell you that as all dogs are different, no product can ever be completely indestructible or future proof, therefore it is possible that overly-aggressive play or activities can damage/break our products. This includes Jackets , Harnesses and Leads, as excessive pulling or reactivity while walking can cause damage to the product, particularly if your dog is a large heavy breed.
Some dogs find wearing harnesses and collars uncomfortable so will continually scratch at them. This will cause damage and fraying and this is particularly noticeable at the underarm area on harnesses. In this instance we will not be able to offer a refund or replacement if it becomes damaged during use.

If in doubt please contact us before you purchase as we will be more than happy to help advise.

Owners should practise due diligence to decide if our products are suitable for their own dog and their behaviour. Not all of our products are designed to be suitable for all types of breeds and sizes of dogs.

All of our products should only be used under direct supervision and If the product breaks during use or presents any malfunction, cease use immediately.

The Happy Paw Store can not refund any products that have broken during use unless the item arrived damaged in which case this must be reported within 7 days of receiving the item.

SIZES

Please use the size charts available for each product and follow instructions on how to choose the correct size via measurements. Please do not assume your dog is a particular size as you previously had a similar product. The sizes for each product refer to the products different size options and not your dogs size. I.E: A Size Medium in a Dog Jacket does not mean its for a Medium size dog.

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