Refund policy

Returns

We offer a 40-day return policy, giving you 40 days from your date of purchase to return your item.

We understand that pet products often need to be tried and tested to know if they're right for you and your dog. That's why we accept returns on used items, provided they are:

• Clean and in reasonable condition (free from significant wear, damage, hair, or odour)
• Returned with your order number and proof of purchase
• Packaged securely to avoid damage in transit

Items not eligible for return:

• Items purchased at a sale or promotional price (unless defective, damaged, or incorrect)
• Items purchased as part of a bundle, unless the entire bundle is returned
• Free or complimentary items included with your order (e.g., free bungee lead) must be returned with the main item if returning the bundle
• Items returned more than 40 days after purchase
• Items damaged due to misuse, improper sizing, or normal wear and tear

To start a return or for any return questions, contact us at support@paropet.co.uk. Please provide:

• Your order number
• The reason for your return
• Photos of the item (if applicable)

If your return is approved, we'll provide return instructions and the return address. Items sent back without first requesting a return will not be accepted and may be returned to you at your cost.

Exchanges

If there is any issue with your order and you wish to exchange the item rather than return, there will be a shipping cost of £4.99.

Damages & Issues

Please inspect your order upon delivery and contact us within 7 days of receipt if your item is defective, damaged, or incorrect. We'll evaluate the issue and make it right with a replacement, exchange, or refund.

Reports of damage made more than 7 days after delivery may not be eligible for replacement, as we cannot verify whether the damage occurred in transit or after use.

Refunds

We'll notify you once we've received and inspected your return, and let you know whether the refund has been approved. If approved, you'll be automatically refunded to your original payment method within 3–5 business days. Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@paropet.co.uk.

Cancellation

You may cancel your order for a full refund within 24 hours of placing it, before it enters our fulfilment process.

To cancel your order, please email us at support@paropet.co.uk with your order number and reason for cancellation. We will confirm the cancellation and process your refund within 3–5 business days.

After 24 hours, orders may have already been processed and shipped, in which case cancellation isn't possible. In that case, please follow our returns process once your order arrives.

During periods of high order volume or sales, orders may be processed for dispatch within hours of being placed. While we'll always try to honour cancellation requests within the 24-hour window, we cannot guarantee cancellation if the order has already been packed or shipped.

For any questions about an order, please contact us at support@paropet.co.uk.