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Returns & Exchanges

Returns Information

At Pawbits, we want you to be happy with every purchase you make. If you wish to return any of your goods please follow the returns process outlined below. Please indicate the most relevant return code on the form that was included with your delivery.

When will I receive my refund?

If you are not entirely happy with your purchase you can return your item(s) within 28 days of the original delivery date. You will be required to pay the price of the postage to send goods back to us.

Once we have received the product(s) back to us a refund will be credited to the original payment method within 14 days. Please note that it may take longer for your bank to credit your account. Pawbits cannot be held liable, and cannot take responsibility for, any bank charges that you may incur.

How do I return my item(s)?

You will have 28 days to return your goods to us for a full refund.

Our returns address is:

Pawbits Returns

4c New Mart Road
Edinburgh
EH14 1RL
United Kingdom

The status of the refund will be dependent on whether you meet the relevant conditions outlined in this policy. If you do not return your goods within 28 days you may still be entitled an exchange (please see below). Final refund values will be at our discretion.

Exchanges

We want you to be happy with every purchase, but understand that sometimes you might change your mind. No problem. If you are not satisfied, and you wish to exchange a product, you may do so within 28 days of receiving your order.

Returns Period

If you change your mind about one of your purchases, you have 28 days from the date you received your goods, to return your product for a full refund. We’ll refund the price you purchased your item at.

Faulty Goods

If you’re looking to return a faulty or incorrect item, please get in touch so we can help you. 

If you are returning your goods due to a fault you will have 28 days to return your goods to us for a full refund. You also have a statutory right to cancel your contract within 14 days after which you’ll have a further 14 days to return your goods (up to 28 days). You can inform us of your wish to cancel your order via the Contact Us section of the website. You can return your goods by post. You can read more about cancelling your contract in the full terms & conditions.

We will always ask the for proof of purchase to show that the item bought is an item purchased from the Website. We accept returns from none other than the buyer.

Returns Out with the Returns Period

If you return your purchase by post or courier after the periods outlined above (with exception applied to faulty or damaged goods), we reserve the right to refuse you a refund.

Remember to include your proof of purchase. No refund or exchange can be granted without a receipt, dispatch note or other proof of purchase.

Taking Care of Your Goods

All goods will be inspected upon return. Goods remain your responsibility until they arrive safely at our warehouse. 

It is imperative that when your unwanted goods are returned to us they are done so in a resalable condition. This applies to any original packaging and labels, particularly if the packaging forms part of the goods such as safety seals.

Where goods are returned damaged or not in their original packaging, we reserve the right to refund you the purchase price less any deductions. These deductions will be compensation for any damage that may have been caused. In the unlikely event that substantial damage has been caused then we reserve the right to refuse a refund or exchange. We may instead return your goods to you and you will incur all costs to do with the return of the item(s).

If you haven not indicated your reason for return on your delivery note we will not be able to refund or exchange your item(s). We cannot accept liability for any goods that are returned in error or do not reach us. We recommend that you return goods via a recorded delivery service and retain proof of postage.

Once we have received the product(s) back to us a refund will be credited to the original payment method within 14 days.  Please note it may take up to 14 days for your bank to process the refund.

Refunding Delivery Charges

When you make a purchase online you have up to 28 days to return your unwanted goods to us. You will be entitled to a full refund provided you meet the terms of this policy.

We are unable to provide a refund of the delivery charges when you are only cancelling part of that order.

If you are returning a faulty product, we will reimburse you for the standard delivery cost of returning the goods to us.

Our refund policy does not affect your statutory rights in respect of faulty or damaged goods.

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