Returns & Refunds

Returns & Refunds

We want you — and your pet — to be happy with your order. If something isn’t right, we’ll do our best to make it right.

Return window

You can request a return within 14 days of delivery.

Return eligibility

To be eligible for a return, items must be:

🐾 unused and in original condition

🐾 returned in the original packaging where possible

🐾 not listed below as non-returnable

How to start a return

To request a return, email hello@pawsitive4s.com with your order number and the reason for the return. If your return is approved, we’ll send you the next steps.

Damaged, faulty, or incorrect items

If your item arrives damaged, faulty, or incorrect, contact us within 48 hours of delivery and include:

🐾 a clear photo of the item

🐾 a photo of the packaging label

We’ll review the issue and offer a replacement, refund, or another suitable solution where appropriate.

Refunds

Once your return is approved and received, or once an issue is confirmed, refunds are sent to your original payment method. Please allow 5–10 business days for your bank or payment provider to process the refund.

Exchanges

We do not offer direct exchanges. If you would like a different size, colour, or item, the quickest option is to place a new order and request a return for the original item if eligible.

Return shipping costs

If the item is faulty, damaged, or incorrect, we will cover the return cost or provide a suitable alternative solution.
If you are returning an item because you changed your mind, return shipping is usually the customer’s responsibility.

Non-returnable items

For hygiene and safety reasons, some opened or used items may not be returnable, including certain grooming and feeding products. Any personalised or custom-made items are also non-returnable unless faulty.

Order cancellations

If you need to cancel an order, contact us as soon as possible. We can only cancel orders that have not yet been processed or dispatched.

Where we currently ship

We currently sell to customers in the United Kingdom, Eurozone, United States, and Canada.