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Refund policy
Last updated: 25.09.2026
We want you to be satisfied with your PawUrgent purchase. Most eligible products may be returned within 30 days of delivery, subject to the conditions below.
14-Day Statutory Cancellation Right
If you are a UK consumer, you generally have the right to cancel your order within 14 days from the day you receive your goods.
Returned products should be handled only as much as reasonably necessary to inspect their nature, characteristics and condition.
If a product has been handled beyond what is reasonably necessary and its value has been reduced, we may make an appropriate deduction from the refund.
Our 30-Day Returns Policy
In addition to your statutory rights, PawUrgent accepts returns of most eligible products within 30 days of delivery, provided that the product is:
- unused;
- undamaged;
- complete; and
- returned in its original condition and packaging where reasonably possible.
This voluntary 30-day returns policy does not affect your statutory rights.
Health, Hygiene and Sealed Products
For health protection and hygiene reasons, certain PawUrgent products are supplied sealed.
Where a product is not suitable for return for health protection or hygiene reasons, we cannot accept a return once the product has been unsealed after delivery, unless the product is defective, damaged, incorrect or your statutory rights otherwise apply.
This may apply to products such as pet oral pastes, gels, powders, chews, eye-care products and other products intended for direct use on or administration to an animal.
Damaged, Defective or Incorrect Products
If your order arrives:
- damaged;
- defective;
- materially different from what you ordered; or
- with an incorrect product,
please contact us as soon as possible.
Where the product is confirmed to be defective, damaged or incorrect, PawUrgent will provide an appropriate remedy, which may include a replacement or refund.
Reasonable return costs for qualifying defective, damaged or incorrect products will not be charged to the customer.
Return Shipping Costs
If you are returning an eligible product simply because you changed your mind, you may be responsible for the cost of returning the product.
If your product is defective, damaged or incorrect, we will provide instructions for the return and, where applicable, cover the reasonable return cost.
Do not send a product back without first contacting us, as the appropriate return address or return method may vary.
Refunds
Once your return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
Please allow additional time for your bank, card provider or payment service to process and display the refund.
If an item is returned in a materially diminished condition because of handling beyond what was reasonably necessary, we may reduce the refund to reflect the reduction in value.
Original Delivery Charges
Where UK cancellation rights apply, any required refund of the original delivery charge will be limited to the cost of the least expensive standard delivery option offered for the order.
Additional costs resulting from a more expensive delivery option selected by the customer may not be refundable.
How to Request a Return
To request a return, contact:
PawUrgent Customer Support
Email: support@pawurgent.com
Please include:
- your order number;
- the product you wish to return;
- the reason for the return; and
- photographs where the product is damaged, defective or incorrect.
We will then provide the appropriate return instructions.
Orders Fulfilled Through Third-Party Logistics
Some PawUrgent.com orders may be stored, packed or delivered by third-party fulfilment and logistics providers.
The use of a third-party fulfilment provider does not change this PawUrgent Returns & Refund Policy or your applicable statutory rights.
Purchases Made on Amazon
This policy applies to purchases made directly through PawUrgent.com.
If you purchased a PawUrgent product directly through Amazon.co.uk, your return should be requested through your Amazon account and will be subject to the applicable Amazon marketplace return process.
Your Statutory Rights
Nothing in this policy limits or excludes any rights you may have under applicable UK consumer law, including rights relating to goods that are faulty, not as described or not fit for purpose.