Refund Policy

The Prime Paws is a trading name of SUPREME PAWS LTD, a company registered in England and Wales (Company No. 17148285). Registered office: 128 City Road, London, EC1V 2NX, United Kingdom. Email: support@theprimepaw.com

This policy explains what happens if something goes wrong with your order, or if you change your mind. It does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Faulty, damaged or wrong items

If your order arrives faulty, damaged or not as described, or we sent the wrong item, email us within 30 days of delivery. Include your order number and a photo of the problem. We will send a free replacement or give you a full refund, including any delivery charge. We will not usually ask you to send the item back. If we do, we will pay the return postage.

Your legal rights for faulty goods last longer than 30 days. If a fault shows up later, contact us and we will deal with it under the Consumer Rights Act 2015.

Order not arrived

Orders usually arrive within 7 to 12 working days. If your order has not arrived within 15 working days of the order date, email us with your order number. We will send a replacement or give you a full refund, whichever you prefer.

Changing your mind (14-day cancellation right)

You can cancel your order for any reason within 14 days of the day you receive it. You do not need to give a reason.

• To cancel, email support@theprimepaw.com with your order number, or use the cancellation form below. Please email us before sending anything back, and we will reply with the return address.
• You then have 14 days from telling us to send the items back.
• You pay the cost of return postage. We recommend a tracked service, as you are responsible for the parcel until it reaches us.
• Items should be unused and returned with their packaging where possible. You may handle an item to check it, as you would in a shop. If an item has been used or damaged beyond that, we may reduce your refund to reflect the loss in value.

When you get your money back

We refund you within 14 days of receiving the returned items, or within 14 days of you giving us proof that you sent them back, whichever comes first. For faulty, damaged, wrong or missing orders, we refund within 14 days of agreeing the refund with you.

Refunds go back to the card or payment method you used. We do not charge a fee for refunds. Your bank may take 5 to 10 working days to show the money in your account.

Cancellation form

Copy this text into an email to support@theprimepaw.com, fill it in and send it. You can also write your own message instead.

To: SUPREME PAWS LTD (The Prime Paws), 128 City Road, London, EC1V 2NX, support@theprimepaw.com
I hereby give notice that I cancel my contract of sale of the following goods:
Order number:
Ordered on / received on:
Name:
Delivery address:
Date:

Can I return it?

Yes. You have 14 days from delivery to change your mind and send it back unused, at your own postage cost. If it arrives faulty or damaged, tell us within 30 days with a photo and we will replace it or refund you in full, with no need to return it in most cases.

Contact

Email support@theprimepaw.com. We reply within 1 working day.