Refund policy
Returns and Refunds
Changed your mind?
You have 30 days from the day you receive your order to return it for a refund, as long as it is unopened, unused and in its original sealed packaging. Just email us at hello@pawsandco.vet within that time to let us know, and include your order number.
Once you've told us, please send the item back to:
Paws & Co Veterinary Centre
Topcliffe Close
Capitol Park
Tingley
Wakefield WF3 1DR
You are welcome to drop it in at reception instead. Unless the item is faulty or we sent the wrong thing, you will need to pay for the return postage, and we recommend using a tracked service.
Items we can't take back
For hygiene and safety reasons, we can't accept returns of the following once the seal has been broken or the packaging opened:
- supplements, pastes, chews and treats
- medicines and anything for use in or on your pet, such as ear drops, shampoos and dental products
- toothbrushes and other personal care items
We also can't accept returns of items made or ordered specially for you.
This doesn't affect your rights if an item is faulty, damaged or not as described.
Faulty, damaged or wrong items
Please check your order when it arrives. If anything is faulty, damaged, past its use by date or not what you ordered, contact us at hello@pawsandco.vet as soon as possible, ideally with a photo. We will arrange a replacement or a full refund, including any delivery costs, and we will cover the cost of returning it.
Refunds
We will refund you within 14 days of receiving your return, or within 14 days of you showing us that you have sent it back, whichever is sooner. Refunds go back to your original payment method. If you return all items in an order within the 30 days, we will also refund the standard delivery charge. Your bank may take a few extra days to show the refund.
Exchanges
The quickest way to get a different item is to return the original for a refund and place a new order.
Health plans
This policy covers shop products only. Companion and Companion Plus health plans are 12 month plans with their own cancellation rules, which are set out in our terms and conditions.
Questions
If you're not sure whether something can be returned, just ask. Email hello@pawsandco.vet or call us on 0113 868 6100.
Paws & Co Veterinary Centre is operated by Paws & Co Pet Health Ltd, company number 13321176, Topcliffe Close, Tingley WF3 1DR.