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 unused product for a refund. Easy as that.
NOTE: If your item arrived faulty or damaged, this must be reported within 48 hours of delivery.
Unwanted Items: You must accept delivery and return it to us via our Returns Centre if you would like a refund. Items not collected from your local post office are not returned to us so no refund will be given if you fail to collect from them when requested.
You must follow our Returns Procedure to be eligible for a Return, Refund or Exchange.
- Go to our Returns Centre (Click here)
- Enter in your Order Number (numbers only) & Email address used on order.
- Choose, Refund, Exchange or Store Credit
- Include pictures & more details if applicable
- Wait for Approval Confirmation Email 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. We will not be able to issue any refunds or exchanges if you return to an address other than the one we provide in the Returns Approval Email.
- 3 or more items? Please see below
If 15 days have gone by since your delivery, or you do not follow the returns procedure above, then we will be unable to offer you a refund or exchange.
To be eligible for a refund or exchange we must receive your item back unused and in the same condition that you received it 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.
Agreement: By placing an order with us “The Happy Paw Store” you agree to this Returns Policy and our Terms and Conditions.
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, has been used, is damaged or missing parts for reasons not due to our error.
- 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
Special Offers / Discounts
- 2-for-1 offers / 3-for-2 offers / Half Price 3rd item offer - If returning part order, the refund amount will be calculated after any discounts that were applied at time of purchase are 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.
Damage / Faulty
You must report within 48 hours of receiving the item if it arrived damaged or faulty.
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.
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.
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.
Over the holiday periods please allow your postal service extra time for delivery.
If the tracking information shows the item has been marked as delivered but no item was received, an investigation will be made with the courier involved to get as much information as possible about the delivery, this may take up to 28 days. It will also be beneficial for you to contact your local delivery office incase their records show it was left with a neighbour or in a safe place.
Please note if the items have been delivered to the correct shipping address on your order, we cannot then be held responsible if items go missing from your property or communal areas.
Refunds on Missed Deliveries / Rejected Deliveries
No refunds will be given for a failed delivery if all attempts to deliver were made by your local postal service or you failed to collect from them in a timely manor.
If your local postal service attempt to deliver your item but you are not in then please rearrange with them for a new date / or arrange to collect at their parcel holding centre.
You must also not refuse to accept the delivery if you wish to obtain a refund as items held at parcel sorting offices are not returned to us.
You must accept delivery and return it to us via our Returns Centre if you would like a refund.
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
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.
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.
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.
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.
RETURNS ADDRESS: Details on where to send your item will be sent to you once your Returns Request has been approved. Please do not send your order back to any address before we have given you a Returns Authorisation Number and the correct Returns details.
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 48 hours of receiving the item.
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.
If damage occurs due to the incorrect size being worn then we cannot issue a refund or exchange. Before removing any tags and using please make sure that the item fits correctly and is not too tight or too loose.
Due to your individual monitor settings some colours may appear slightly different.
Images of items should be used as a guide only as items can come in different sizes and variants.
Please use the item sizes and measurements for a more accurate description.
REVIEWS / FEEDBACK
Unfortunately online businesses worldwide have seen a rise in fraudulent reviews and attempts to extort money / products using the threat of negative feedback or positive reviews in exchange for goods and services. We take fraud and slander seriously and legal action may be taken against anyone who attempts the above.