What is your return window?

You can return most items within 30 days of delivery if they are unused, in original packaging, and meet our eligibility criteria.

Can I exchange an item?

Yes. Request an exchange within 30 days. We dispatch the replacement after inspection. For fastest service, place a new order and return the original for a refund.

What if my item is damaged or defective?

Contact us within 7 days with photos and your order number. We’ll replace it free of charge or arrange a suitable solution.

Returns & Refunds Policy

Q: Who pays for return shipping?

UK: We cover returns for damaged or incorrect items; change-of-mind returns are customer-paid. International: return postage is customer-paid unless we made an error.

Q: How long do refunds take?

Refunds are processed within 3–5 business days after we receive and inspect your return. Your bank or card issuer may take an additional 3–10 business days to post the funds.

Q: Are sale items returnable?

Items marked Final Sale are not returnable unless faulty on arrival. Non-final-sale discounted items follow our standard returns policy.

Returns & Refunds

We want you (and your pup) to be happy. If something isn’t right, we offer a 14-day money-back guarantee on most items, plus easy exchanges and quick support for damaged or incorrect orders.

Return window: 14 days from delivery

Condition: New/unused, in original packaging (unless defective)

Proof: Order number + photos (where applicable)

Questions? Email us at support@mypawformance.com.

Eligibility for a Return

You can return most items within 14 days of delivery if they are:

Unused and in original packaging
Free from damage, wear, or pet hair
Accompanied by the order number/receipt

Not eligible (unless faulty on arrival):

Used/soiled items, chewed or heavily worn toys
Gift cards, downloadable content
“Final Sale” or clearance items (labelled on product page)
Custom/personalised items

Damaged, Defective, or Wrong Item

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery.
We’ll replace it free of charge or arrange a suitable solution.

Please include:

Order number
Clear photos of the item, packaging, and shipping label

Exchanges

Want a different size/variant?

Request an exchange within 14 days
Ship the original item back (unused)
We dispatch the replacement after inspection

Tip: For fastest turnaround, place a new order and return the original for a refund.

How to Start a Return (Step-by-Step)

Contact us: support@mypawformance.com with your order number and reason
Approval: We’ll send return instructions (and an RMA if applicable)
Pack securely: Include all original packaging and accessories
Ship it back: Use the provided instructions/label (see “Return Shipping Costs”)
Inspection & refund: We’ll process within 3–5 business days of receipt

Refunds Timeline

Processing after inspection: 3–5 business days
Bank/card posting time: 3–10 business days (varies by issuer)
You’ll receive an email when your refund is issued

Refunds go to the original payment method only.

Return Shipping Costs

UK orders: Free returns for damaged/incorrect items. For change-of-mind returns, shipping costs are the customer’s responsibility (we can provide a label and deduct the fee from the refund if you prefer).
International orders: Customer covers return postage unless the item is damaged/incorrect.

Original shipping fees (if any) are non-refundable unless we made an error.

Partial Refunds (if applicable)

We may issue partial refunds for items returned:

With missing parts/accessories
With signs of use/wear not due to our error
After the 14-day window (if accepted at our discretion)

Sale & Promotional Items

Sale/clearance items marked Final Sale are not eligible for return unless faulty on arrival.
Non-final-sale discounted items follow the standard returns policy.

Packaging & Hygiene

For safety and hygiene, please return items clean and hair-free in original packaging.
Chewed, soiled, or heavily used items cannot be refunded unless they were faulty on arrival.

Warranty (if applicable)

Unless otherwise stated on the product page, products are covered by a 14-day guarantee against defects in materials and workmanship. Normal wear-and-tear, misuse, and chewing damage are not covered.