Refund policy
30-Day Return Policy
At PawLux we offer a generous return policy. This policy complies with the UK Consumer Contracts Regulations 2013, which gives you the right to cancel your order within 14 days. We extend this to 30 days as a goodwill gesture, because we want you to be completely satisfied with your purchase.
How does it work?
Timeframe: The return period expires 30 days after you (or a designated third party) physically received the package.
Submit your request: Would you like to return your purchase? Send a clear statement by email to support@pawlux.co.uk including your order number.
Confirmation: Once we receive your request, we will immediately send you a confirmation email with further instructions.
Product Condition & Requirements
To qualify for a full refund, your return must meet the following conditions:
Item condition: The product must be unused and in its original condition. Items showing signs of use, stains or odours cannot be accepted.
Labels & Tags: All original labels and price tags must be intact and attached to the item.
Packaging: You may open the packaging to inspect the product, but please return it in as good a condition as reasonably possible.
Hygiene items: For hygiene reasons, items such as certain pet accessories cannot be returned once the original seal has been broken.
Please note: If a return does not meet these conditions, we reserve the right to refuse the return or charge a reduction in value.
Return Costs
Return shipping costs are at your own expense. We strongly recommend:
- Sending your return with a Track & Trace code.
- Keeping your proof of postage until your return has been fully processed.
PawLux is not liable for packages lost or damaged during return transport.
Refunds
Once your return has been received and inspected we will process your refund immediately.
Timeframe: Refunds are processed within 3-5 business days after we receive your return.
Payment method: The refund will always be made via the same payment method used for the original transaction.
Costs: No additional transaction fees will be charged for the refund itself.
How to Return?
Because we work closely with various specialised depots and suppliers, the return address may differ per order. Please follow these steps:
- Register your return: Send an email to support@pawlux.co.uk within 30 days with your order number and the items you wish to return.
- Receive your return instructions: After your notification you will receive a confirmation with the specific return address applicable to your order. Do not send your package to our office address in Linne unless explicitly instructed.
- Pack and send: Pack the items carefully, preferably in the original packaging. Drop the package off at a post office of your choice and keep your Track & Trace proof.
- Processing: Once the package has arrived at the correct depot and been inspected, we will refund the purchase amount immediately via your original payment method.
Exchanges
Would you prefer to receive an item in a different size or colour? No problem. At PawLux you can exchange within 30 days of receipt, provided the product is in its original condition with all labels attached.
How it works: Submit your exchange request via support@pawlux.co.uk. We will let you know immediately whether the desired variant is available and to which depot you can send the current item.
Costs: Return shipping costs for the first item are at your own expense. Once we receive your return, we will send the new item to you free of charge.
Fastest method: For the fastest processing we recommend placing a new order directly in our webshop and registering the current item as a normal return.
Defective or Incorrectly Delivered Products
Despite our careful checks, it can happen that an item arrives damaged or that you receive the wrong item. In these cases we will resolve this completely free of charge.
Report it immediately: Contact us within 48 hours of receipt via support@pawlux.co.uk. Include your order number and clear photos of the defect or incorrectly delivered item.
Our solution: After assessment we will offer you a free replacement or a full refund.
No costs: In the case of an error on our part or a defect, all return and shipping costs will be fully covered by PawLux. You will receive specific instructions or a return label from us.
Please note: Never return defective items without prior consultation. We cannot reimburse shipping costs made outside our procedure.
Contact Information
Email: support@pawlux.co.uk
Phone: +31 85 400 6648
Customer Service Hours:
Monday - Friday: 08:00 - 18:00
Saturday - Sunday: 10:00 - 16:00
Company Information
Webshop: PawLux
Legal entity: WilmsCollective
KVK: 99437465
VAT: NL005385642B98
Address: Visserstraat 28, 6067 CE Linne, Netherlands
