Refund Policy

🐾 Returns & Refund Policy

Last updated: [Insert Date]

Thank you for shopping with Tippy Paws.
We want you (and your pets!) to be happy with every purchase.
Please read this policy carefully to understand your rights and our responsibilities.

1. Order Cancellations

You may cancel your order within 24 hours of placing it, provided it has not yet been processed or shipped.
Once an order has been dispatched, it cannot be cancelled, as it will already be with the supplier or courier.

If you wish to cancel an order, please contact us immediately at info@tippypaws.co.uk with your order number.

2. Returns Eligibility

We accept returns under the following conditions:

✅ You have 14 calendar days from the date you receive your order to request a return.
✅ The item must be unused, in its original packaging, and in the same condition that you received it.
✅ You must provide proof of purchase (order confirmation email or receipt).

Unfortunately, we cannot accept returns for:

Opened or used pet food, treats, or grooming products (for hygiene reasons).
Personalised or custom-made items.
Gift cards or digital items.
Items damaged due to misuse, improper handling, or normal wear and tear.

3. How to Request a Return

To initiate a return, please email us at info@tippypaws.co.uk with:

Your order number
The reason for your return
Photos of the item (if damaged or defective)

Once approved, we’ll provide you with the return address and instructions.
Please do not send items back to the manufacturer or supplier directly unless instructed by us.

4. Return Shipping Costs

You are responsible for the cost of return postage unless the item arrived damaged, defective, or incorrect.

We recommend using a tracked shipping service, as we cannot guarantee that we will receive your returned item.

5. Damaged or Faulty Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with photos and your order number.
We will investigate and offer one of the following remedies:

A replacement,
A reshipment, or
A full refund, depending on the issue.

We may liaise with our supplier to resolve the issue — please allow a few days for us to process this.

6. Refunds (if applicable)

Once your return is received and inspected, we’ll email you to confirm the status of your refund.
If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note: depending on your payment provider, it may take additional time for funds to appear in your account.

7. Late or Missing Refunds

If you haven’t received your refund after 10 business days, please first check with your bank or payment provider.
If the issue persists, contact us at info@tippypaws.co.uk and we’ll be happy to assist.

8. Exchanges

We only replace items if they are defective or damaged.
If you need an exchange, please email us with details and we’ll guide you through the process.

9. Items Lost or Delayed in Transit

As we use dropshipping and third-party couriers, delivery times can vary.
We are not responsible for delays caused by shipping carriers, customs, or circumstances outside our control.
If an order does not arrive within 21 business days (UK) or 30 business days (international), please contact us and we’ll investigate.

10. Non-Returnable Circumstances

We reserve the right to refuse a return or refund if:

The return request is made after 14 days of delivery.
The item has been used or is not in its original condition.
The issue results from factors beyond our control (e.g., courier delays).

11. Contact Us

If you have any questions about this policy or need help with your order, please contact us:
📧 info@tippypaws.co.uk