Returns Policy

Last updated: 19 May 2026

Returns Policy

At Truly Pawsome UK, we want you to shop with complete confidence. If for any reason you are not entirely satisfied with your purchase, we are here to help.

30-Day Returns Window

We accept returns within 30 days of the date of delivery. To be eligible for a return, items must be unused, unwashed, and in their original condition and packaging.

How to Initiate a Return

To begin the returns process, please contact us at trulypawsomeuk@gmail.com with the following information:

  • Your order number
  • The item(s) you wish to return
  • The reason for your return
  • Whether you would prefer a refund or an exchange

We will respond within 24–48 hours with return instructions.

Return Postage

Return postage costs are the responsibility of the customer, unless the item is faulty or incorrect. We recommend using a tracked service, as we are unable to accept responsibility for items lost in transit.

Replacement items are dispatched free of charge once the return has been received and inspected.

Refunds

Once your return has been received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 3–5 working days.

Non-Returnable Items

For hygiene reasons, the following items are non-returnable unless they arrive faulty or damaged:

  • Dog bowls and collapsible bowls
  • Lick mats
  • Sailor bow ties and fabric accessories

Faulty or Damaged Items

In the unlikely event that your item arrives faulty or damaged, please contact us immediately at trulypawsomeuk@gmail.com with a description and photograph of the issue. We will arrange a replacement or full refund as quickly as possible.

If you have any questions about our returns process, please do not hesitate to contact us — we are always happy to help.

Your Statutory Rights
This returns policy does not affect your statutory rights under the Consumer Rights Act 2015. If your item is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund regardless of the returns window above.

Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. You then have a further 14 days to return the item. Our 30-day returns policy is more generous than this statutory minimum and applies in addition to your legal rights.

Governing Law
This Returns Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with this policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.