Returns
By Josh Elgram, WellPawed. Last updated .
This page describes UK distance-selling rights as they apply to WellPawed. It is marked as needing review before orders open. It is not a solicitor's letter.
Changing your mind
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days to cancel most online orders, starting the day after you receive the goods. You then have 14 days to send the items back.
We refund within 14 days of receiving the goods back, or of you showing that you have sent them back. The Regulations set that timing. Refunds go to the original payment method once payments exist. They do not exist yet.
Who pays return postage
To be confirmed. We will not guess a returns fee before the policy is reviewed.
Faulty or not as described
The Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose and as described. If something is faulty, not as described, or unfit, you can reject it or ask for a repair or replacement within the rights the Act gives you. Those rights are separate from the 14-day change-of-mind window.
Hygiene exceptions
The cancellation rules allow exceptions for sealed goods that are not suitable to return once unsealed, for health protection and hygiene. Opened balms, and opened edible chews if we list them later, may fall under that exception. Each listing will say so when the ingredients and seal are confirmed. A placeholder listing is not that confirmation.
How to start
Email hello@wellpawed.co.uk with your name, order details once orders exist, and whether you are cancelling or reporting a fault. We reply within 2 working days.