Returns & Refunds – Pawmilyy™

Last updated: 28/04/2026

At Pawmilyy™, we want you to feel fully satisfied with your purchase.
This page explains clearly how our returns, trial guarantee, and refunds work for PawPlay™ and related products.

1. Scope

This policy applies to purchases made on our website by consumers.

Where applicable, it sits alongside your statutory consumer rights, including the 14-day cancellation/right of withdrawal for distance purchases in the UK and the EU.

2. Statutory cancellation right – 14 days

If you buy online as a consumer, you generally have 14 days from delivery to cancel your order without giving a reason. In the UK, if you notify us within those 14 days, you then have a further 14 days to return the goods. In the EU, the withdrawal period for goods runs for 14 days from the date of delivery.

2.1 Conditions

To exercise this right:

• the product should be returned in a condition that allows us to inspect it;
• please return it, where possible, complete, clean, and in its original packaging;
• certain legal exceptions may apply to specific categories of goods.

2.2 Effect of cancellation

If you validly cancel:

• we will refund the returned products once received and checked;
• unless otherwise stated, return postage is your responsibility for change-of-mind cancellations;
• where required by law, we will also refund the cost of the standard outbound delivery option.

3. Pawmilyy™ 30-Day Trial Guarantee

In addition to your statutory rights, Pawmilyy™ offers a 30-day commercial trial guarantee on PawPlay™.

3.1 How it works

You can try PawPlay™ for 30 days from delivery.
If you are not satisfied, you may request:

• a refund, or
• store credit,

subject to the conditions below.

3.2 Conditions of the guarantee

This commercial guarantee:

• applies only to Pawmilyy™ products purchased through our website;
• applies to normal, reasonable use of the product;
• requires the product to be returned complete and without deliberate damage;
• may be limited to one use per customer or per order in the event of misuse or abuse.

3.3 Replacement abrasive surfaces

For replacement abrasive surfaces, the commercial guarantee applies to products returned in a condition that allows inspection.
If the surfaces have been fully worn through or show excessive use beyond normal inspection and trial, the refund may be reduced or refused.

4. How to request a return

For any return request, please follow the steps below.

Step 1 – Contact us

Email us at:

contact@pawnmilyy.com

Please include:

• your full name;
• your order number;
• the product(s) concerned;
• the reason for the return, if you would like to share it.

Step 2 – Return approval and instructions

We aim to reply within 24–48 business hours with:

• confirmation of your return request;
• the return address;
• instructions for preparing your parcel.

Step 3 – Send the parcel back

Please:

• package the item carefully;
• include your name and order number inside the parcel;
• keep proof of postage.

5. Return postage

Unless otherwise stated on the product page or agreed in writing, the following applies:

Change of mind / dissatisfaction

Return postage is the customer’s responsibility.

Faulty item, damaged item, or our error

If the return is due to a faulty product, transit damage, or a fulfilment error on our side, Pawmilyy™ will cover the return costs or reimburse reasonable return postage, as appropriate. UK and EU consumer guidance requires the seller to bear the cost where goods are faulty.

6. Refund timing and method

Once your parcel has been received:

• we inspect the returned item;
• if the return is approved, we process the refund within 5–10 business days.

For statutory cancellations in the UK, guidance states the refund should be made within 14 days of receiving the goods back.

Refund method

Refunds are made to the same payment method used for the purchase, unless we agree otherwise with you.

You will receive a confirmation email once the refund has been processed.

7. Bundles, promotional offers, and packs

For offers such as:

• PawPlay™ + replacement surface bundles,
• 3 / 6 / 9 surface refill packs,
• free-item offers or similar promotions,

the following rules apply:

• to receive a full refund, we may require the entire bundle to be returned;
• if only part of a bundle is returned, the refund may be adjusted to reflect the value of the item(s) kept;
• where an offer includes a free item, the refund may be recalculated if the conditions of the promotion are no longer met after a partial return.

8. When a refund may be refused

We may refuse all or part of a refund if:

• the returned product is heavily damaged, broken, or unusable;
• the return is requested outside the statutory period or the 30-day commercial guarantee period;
• the product is incomplete without a valid explanation;
• we cannot identify the order clearly;
• there is clear abuse of the returns policy.

Where possible, we will always try to find a fair and reasonable solution.

9. Faulty products or fulfilment errors

If you receive:

• a faulty product;
• a product damaged in transit;
• the wrong item;
• an incomplete order,

please contact us as soon as possible at:

contact@pawnmilyy.com

If possible, include:

• photos of the product;
• photos of the parcel;
• your order number.

Depending on the situation, we may offer:

• a replacement,
• a reshipment,
• a refund,
• or another suitable solution.

10. Contact

For any questions about returns and refunds, please contact:

Pawmilyy™ – Customer Support
Email: contact@pawnmilyy.com