RETURN AND REFUND POLICY

Last updated: 26 July 2026

This policy applies to purchases made through www.pawsandmoore.uk.

Paws & Moore is operated by Lewis Moore, a sole trader trading as Paws & Moore. “Moore Group” is an additional trading name used for banking and administration and is not a separate legal entity.

Email: info.pawsandmoore@gmail.com

Business correspondence address:

Lewis Moore trading as Paws & Moore
100 Branstree Road
Blackpool
FY4 4UH
United Kingdom

1. UK change-of-mind cancellation rights

If you are a UK consumer buying goods online , you generally have a statutory right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods. If an order is delivered in separate shipments, the period normally begins on the day after the last goods are received.

After telling us that you are cancelling, you generally have a further 14 days to return the goods.

To cancel, email info.pawsandmoore@gmail.com with:

• your full name;
• your order number;
• the product or products being cancelled; and
• a clear statement that you wish to cancel the contract.

You may use the model cancellation wording in Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, SI 2013/3134, but you do not have to use a particular form of words.

2. Voluntary returns for United States customers

Unless a longer right applies under applicable law, customers in the United States may request a change-of-mind return within 14 days of delivery.

The item must then be sent back within 14 days after we provide the authorised return instructions.

Original shipping charges for voluntary US change-of-mind returns are not normally refundable unless required by applicable law or expressly agreed by us.

3. Return instructions and authorisation

Please contact us before sending an item back so that we can provide the correct return address and instructions for the particular order.

Products may be fulfilled from different locations. The address shown on the parcel may not be the correct returns address.

A request for return instructions is an administrative step only. It is not a condition of exercising a statutory cancellation, rejection or other legal right. We will not refuse or invalidate a lawful return merely because you did not obtain prior authorisation.

Returns sent to an incorrect address may be delayed or may not reach us. If you send a product to an address that we did not provide, we may need additional time to locate it.

4. Condition of change-of-mind returns

For a change-of-mind return, you may handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, as you would be permitted to do in a shop.

You should return the goods:

• with all accessories and instructions supplied with them;
• securely packaged;
• with any included components; and
• in a condition that allows them to be resold, so far as this is reasonably possible.

The absence of original packaging does not automatically remove your statutory cancellation right. However, where the goods have been handled beyond what was reasonably necessary to inspect them, we may reduce the refund to reflect the resulting loss in value, where legally permitted.

5. Return postage

For a valid change-of-mind cancellation, you are responsible for the direct cost of returning the goods unless:

• we agreed to bear that cost;
• the goods are faulty, damaged, incorrect or materially misdescribed; or
• we failed to tell you before the contract was made that you would have to bear the return cost.

We strongly recommend using a tracked service and retaining proof of postage.

We will bear reasonable return or collection costs where the goods:

• are faulty;
• were damaged before delivery or during delivery;
• are materially not as described; or
• are different from the goods ordered.

6. Faulty, damaged or incorrect products

Please contact us as soon as reasonably practicable if a product is faulty, arrives damaged, is incorrect or is materially different from its description. However, a delay in contacting us does not remove statutory rights that cannot lawfully be excluded.

Photographs, videos and packaging information can help us investigate a problem, but they are not a condition of exercising your statutory rights. We will not require you to provide evidence that it is unreasonable for you to obtain.

Depending on the circumstances, your legal remedies may include:

• rejecting the goods and receiving a refund;
• repair;
• replacement;
• a price reduction; or
• a final right to reject the goods and receive a refund.

For many goods, a consumer may have a short-term right to reject goods that do not conform to the contract within 30 days of delivery, subject to the detailed rules in the Consumer Rights Act 2015, ss 19–24.

If goods are faulty or do not conform to the contract, we will not treat the ordinary change-of-mind return conditions as limiting your statutory rights.

7. Products excluded from change-of-mind cancellation

The statutory right to cancel may not apply, or may cease to apply, in circumstances including:

• goods made to your specifications or clearly personalised for you;
• goods that are liable to deteriorate or expire rapidly;
• sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed;
• sealed audio, video or computer software once unsealed;
• goods that, after delivery, have become inseparably mixed with other items;
• digital content supplied without a tangible medium where supply has begun with your prior express consent and you acknowledged that the right to cancel would be lost; and
• other categories specifically excluded by law.

A product is not excluded merely because it is sold online, is discounted, or has been opened for reasonable inspection.

Any applicable exclusion will be stated on the product page or otherwise brought to your attention before the contract is made.

8. Refunds for UK cancellations

For a valid UK change-of-mind cancellation, we will refund:

• the price paid for the cancelled goods; and
• the cost of our least expensive standard delivery option, where delivery was charged.

If you selected a more expensive or expedited delivery option, we are not required to refund the additional amount above the least expensive standard delivery option.

We may withhold the refund until the earlier of:

• receiving the goods; or
• receiving satisfactory evidence that you have sent the goods back.

Once the relevant condition has been met, we will issue the refund without undue delay and generally within 14 days.

9. Refund method

Refunds will normally be made using the original payment method, unless you expressly agree otherwise.

We will not impose a fee for making a refund.

Payment providers and banks may take additional time to display a completed refund. We cannot control those processing times, but the refund will be treated as made when we instruct the relevant payment provider to process it.

Refunds will not normally be issued as store credit unless you expressly agree.

10. Order cancellations before dispatch

You may contact us as soon as possible if you wish to cancel before dispatch.

If the contract has not yet been formed, we will attempt to stop fulfilment. If the contract has already been formed, your statutory cancellation and other consumer rights continue to apply.

If the order has already been dispatched, we may ask you to follow the ordinary returns process. We will not use this provision to limit a statutory right to cancel or reject the goods.

11. Missing refunds

If we confirm that a refund has been processed but it has not appeared, please:

• check the original payment account;
• contact your bank or payment provider; and
• email info.pawsandmoore@gmail.com if the refund remains missing.

12. Refused, unclaimed and incorrectly addressed deliveries

You are responsible for providing a complete and accurate delivery address.

If a delivery fails solely because you supplied an incorrect or incomplete address, refused delivery, or failed to collect the parcel, we may seek to recover reasonable additional delivery, return or redelivery costs where legally permitted.

We will not deduct or charge such costs where:

• the delivery problem was caused by us, our supplier or the courier;
• you are exercising a statutory right to cancel or reject the goods;
• the goods were not delivered as required; or
• the charge would otherwise be unlawful or unfair.

13. Contact

Email: info.pawsandmoore@gmail.com
Website: www.pawsandmoore.uk

Nothing in this policy limits rights that cannot lawfully be excluded, including rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, SI 2013/3134.