Returns and refunds

• 14 days from the parcel arriving to change your mind, with no explanation required.
• Once you have told us, the goods need to be posted back inside 14 days.
• Return postage is yours, except where the item is faulty, damaged or simply not what you ordered.
• Refunds land on the card you paid with inside 14 days of the goods reaching us — or of your proof of posting, whichever is sooner.

Your 14-day cancellation window on an online order comes from the Consumer Contracts Regulations 2013 (UK) and the Consumer Rights Directive (EU). Counting starts the day after the goods reach you or whoever you nominated. Split an order across several parcels and the clock starts the day after the final one lands.

Everything in the range is covered. Nothing we sell is supplied sealed for health or hygiene reasons, so there is no category of product we carve out of this right.

Catching an order before it leaves the warehouse is simpler still: tell us, we pull it, and the full amount goes back.

1. Write to info@fawnandpaw.com, or go through the contact form, inside 14 days of delivery. We need the order number and which items are coming back. Telling us why is up to you.
2. Expect an answer within 1 business day, giving you the return address and what to mark on the parcel.
3. Wrap the goods so they survive the journey — the original packaging if you still have it — and post them inside 14 days of writing to us. Choose a tracked service and hang on to the receipt; that receipt is your proof of return.
4. We check the goods over on arrival and email you to confirm the refund.

A change of mind means the return postage is on you. The address we send you may be in Spain, so what it costs depends on where you are posting from and which service you pick.

Faulty goods, transit damage and wrong items are different: that return is at our expense. Contact us before you post anything and we will either book the collection or put your postage back.

Handle an item as freely as you would in a shop — unbox it, look it over, check the size against your animal. What we ask you not to do, while you are still deciding, is feed from a bowl, let an animal chew or sleep on something, fill a litter tray, or fill a tank or terrarium with water or substrate.

Goods that arrive back visibly used, or damaged because they were handled more than checking required, may have the lost value deducted. We will tell you the figure and our reasoning before any refund goes through. A faulty item is never subject to a deduction.

The refund clock is 14 days, running from the day the goods arrive back with us or, if sooner, the day you show us proof that they are on their way. Cancel before dispatch and the same 14 days run from your cancellation instead.

We give back the price of the goods plus the standard delivery charge you paid on them. Keep part of an order and the delivery charge stays with us; send the whole order back and it is refunded too.

Money returns to the card that paid, in the currency it paid in, with no handling fee from us. How quickly it surfaces on your statement is down to your bank, and a few working days is normal.

Anything that turns up broken, develops a fault, or is not the item you ordered: email us the order number together with photographs of the goods and the packaging, as soon after delivery as you can manage.

Replacement or refund is your choice, and the return costs you nothing. These are legal rights, so the 14-day window does not cap them. Faults that emerge later fall under our 24-month warranty alongside your statutory rights.

Turn a delivery away, or let a parcel find its way back to us undelivered, and we count it as a cancellation from the moment it reaches the warehouse. Goods and delivery charge are refunded, minus whatever the carrier actually billed us for the return leg. The Delivery policy covers this in context.