Refund policy
Last updated: 14 September 2026
At Paw Station, we want you to be happy with your purchase. This policy explains your rights if you change your mind or if there is a problem with an item you have purchased from us.
Nothing in this policy affects your statutory rights under UK consumer law.
Change of mind returns
For most goods purchased online, you have a legal right to cancel your order within 14 days after the day you receive the goods, without giving a reason.
Certain exceptions apply, as explained below.
To cancel your order, contact us within the cancellation period:
Email: pawstation@pawstation.uk
Telephone: 0113 873 0332
Please include your order number and details of the item or items you wish to return.
After notifying us that you wish to cancel, you must return the goods within a further 14 days.
Please contact us before returning an item so that we can provide the appropriate return instructions.
Condition of returned items
You may inspect an item in the same way that you reasonably would if examining it in a physical shop.
Where possible, returned products should include their original packaging, accessories, instructions and other supplied components.
You are responsible for taking reasonable care of the goods while they are in your possession.
If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may make an appropriate deduction from the refund to reflect any reduction in value where permitted by law.
Return postage
For change-of-mind returns, you are responsible for the direct cost of returning the item unless Paw Station agrees otherwise.
If an item is faulty, damaged, incorrect or not as described, Paw Station will cover reasonable return costs where a return is required.
Please contact us before arranging the return of a faulty or incorrect item.
Faulty, damaged or incorrect products
Goods sold by Paw Station must be:
- of satisfactory quality;
- fit for purpose where applicable; and
- as described.
If an item arrives faulty, damaged, incomplete, incorrect or materially different from its description, please contact us as soon as possible.
Email: pawstation@pawstation.uk
Telephone: 0113 873 0332
Please include your order number and, where appropriate, photographs showing the problem.
UK consumers generally have a short-term right to reject faulty goods within 30 days. Depending on the circumstances, other statutory remedies may include repair, replacement, price reduction or refund.
Nothing in this policy limits your statutory rights.
Items excluded from change-of-mind returns
Certain goods may be excluded from the normal right to cancel where permitted by law.
These can include:
- goods made to your specifications or clearly personalised;
- goods that are liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed; and
- other products specifically excluded from cancellation rights under applicable law.
Where an exception applies to a particular product, we will make this clear where appropriate.
These exceptions do not affect your rights where an item is faulty, damaged or not as described.
Refunds
Where a refund is due following a valid cancellation, we will refund the appropriate amount using your original payment method unless otherwise agreed.
We may withhold the refund until we have received the returned goods or you provide evidence that the goods have been returned, where permitted by law.
Where a refund is due following a valid cancellation, it will be processed within 14 days of us receiving the returned goods or receiving evidence that the goods have been returned, where applicable.
If you originally paid for standard delivery, the standard delivery cost will normally be refunded where legally required.
If you chose a more expensive delivery option, we are only required to refund the equivalent cost of our standard delivery option where applicable.
Paw Station does not charge a restocking fee.
Cancelling before dispatch
If you want to cancel an order before it has been dispatched, please contact us as soon as possible:
Email: pawstation@pawstation.uk
Telephone: 0113 873 0332
We will try to stop the order before dispatch, but this cannot be guaranteed.
If the order has already been dispatched, you may need to receive it and then follow the normal returns procedure.
Exchanges
We do not offer exchanges as a standard service.
If you need a different size, colour or product, please return the eligible item for a refund and place a new order.
How to cancel
You can cancel an eligible order by contacting us and clearly stating that you wish to cancel.
You do not have to use a specific form, but you can use the following wording if helpful:
To Paw Station
I hereby give notice that I cancel my contract for the following goods:
Order number:
Product(s):
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Send your cancellation request to:
Email: pawstation@pawstation.uk
You can also contact us by telephone on:
0113 873 0332
Contact us
For returns, refunds, cancellations or problems with an order:
Paw Station
Email: pawstation@pawstation.uk
Telephone: 0113 873 0332