Returns and refunds

Changed your mind

You can cancel your order for any reason within 14 days of the day it's delivered. This is your right under the Consumer Contracts Regulations 2013.

1. Email contact@willowandpaw.co.uk with your order number and the items you're returning. You can also use the model cancellation form in our terms of sale, but you don't have to.
2. Send the items back within 14 days of telling us. We'll reply with the return address. You don't need our agreement to cancel: telling us within the 14 days is enough.

You pay for the return postage when you change your mind. We suggest a tracked service, as the items are your responsibility until they reach us. (If something is faulty, we pay; see below.)

We refund the price you paid, including the original delivery charge, within 14 days of receiving the items back (or proof that you've sent them, if that comes first), to the card or account you paid with.

Please look after the items while they're with you. You can handle them as you would in a shop to check they're right for you. If they come back used beyond that, or damaged, we may take the loss in value off your refund.

Faulty or not as described

Everything we sell must be of satisfactory quality, fit for purpose and as described. That's your right under the Consumer Rights Act 2015, and our warranty page explains it in full. In short:

• In the first 30 days after delivery, you can reject a faulty item for a full refund.
• After that, we'll repair or replace it at our cost, and if that isn't possible or doesn't put things right, you can ask for a price reduction or a refund.

We pay the return postage for faulty items.

Your statutory rights

Nothing on this page affects your legal rights.