Collection: Returns & Refunds

Returns

We want you and your pup to love every purchase! If you're not completely satisfied, you can return unused items in their original condition within 30 days of delivery for a full refund or exchange.

To start a return, please contact us at hello@bigpawsonality.co.uk with your order number and reason for return. We'll provide you with return instructions.

Refunds

Once we receive and inspect your return, we'll process your refund within 5-7 business days to your original payment method. You'll receive an email confirmation when your refund has been processed.

Exchanges

Need a different size or product? We're happy to help! Contact us and we'll arrange an exchange for you.

Non-Returnable Items

For hygiene and quality reasons, we cannot accept returns on items that have been used or are not in their original condition.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of delivery with photos. We'll arrange a replacement or full refund at no cost to you.

Return Shipping

Customers are responsible for return shipping costs unless the item is damaged, defective, or we made an error. We recommend using a tracked service as we cannot guarantee receipt of untracked returns.

Questions?

Contact us at hello@bigpawsonality.co.uk and we'll be happy to help.