Refund policy
Returns & Refunds Policy
We want you and your dog to be happy with your TrailPaws order.
Cancelling an online order
You may notify TrailPaws that you wish to cancel your order within 14 days of receiving it. You do not need to provide a reason.
After notifying us, you then have a further 14 days to return the item.
To request a cancellation or return, contact us through our Contact page or email us at:
Please include your order number.
Return conditions
Returned items should be:
- unused and unworn
- clean and free from pet hair or dirt
- returned with the original packaging and tags where reasonably possible
You may inspect an item as you would in a shop. However, we may reduce a refund if the item has been handled beyond what is reasonably necessary and its value has been reduced.
Return postage
Customers are responsible for return postage unless the item is faulty, damaged, incorrect or not as described.
Please use a tracked return service and retain proof of postage.
Do not send a return until TrailPaws has confirmed the return instructions and return address.
Refunds
Once your return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Please allow additional time for your bank or payment provider to process the refund.
Where required by law, standard delivery charges paid on the original order will also be refunded.
Faulty, damaged or incorrect items
If your order arrives faulty, damaged, incorrect or not as described, contact us as soon as possible with:
- your order number
- a description of the issue
- clear photographs where possible
TrailPaws will arrange an appropriate remedy in accordance with your legal rights.
Exchanges
To request a different size, contact us first. Where an exchange is unavailable, you may need to return the original item and place a new order.
Exceptions
Certain personalised or custom-made items may not qualify for cancellation unless they are faulty, damaged or not as described.
Statutory rights
This policy does not affect your statutory rights.