Refund policy

Last updated: 19 August 2026

We want you and your dog to be happy with your Pawda London order.

In addition to your statutory rights, we offer a 30-day return policy on eligible physical products.

30-Day Returns

You can request a return within 30 calendar days of receiving your order.

For returns made under our additional 30-day returns policy, items must be returned:

unused and unworn, other than being carefully tried on indoors for fit
clean and free from pet hair, odours, marks or damage
with the original tags attached
with the original packaging

We recommend checking the fit carefully before removing tags or using your Pawda London item outdoors.

This additional returns policy does not affect your statutory rights.

Your UK Cancellation Rights

If you purchase from us online, you may have a statutory right to cancel your order without giving a reason.

For most physical goods, you have 14 days after receiving your order to tell us that you wish to cancel. You then have a further 14 days to return the goods.

You may examine an item as reasonably necessary to check its nature, characteristics and fit. If an item has been handled beyond what is reasonably necessary and its value has been reduced, we may make an appropriate deduction from the refund where permitted by law.

Your statutory rights are not affected by our additional 30-day returns policy.

How to Start a Return

To request a return, contact us at:

Hello@Pawdalondon.com

Please include:

your name
your order number
the item or items you wish to return
your reason for returning the item, if you would like to provide one

For statutory cancellations, you do not have to provide a reason.

Please contact us before posting your return so that we can provide the correct return instructions.

Returns should be sent to:

Pawda London
[INSERT FULL RETURNS ADDRESS BEFORE PUBLISHING]

We recommend using a tracked postal service and keeping your proof of postage until your refund has been completed.

Return Postage

If you are returning an item because you have changed your mind, ordered the wrong size or no longer require the item, you are responsible for the cost of returning it to us.

If your item is faulty, damaged when received or we have sent you the wrong item, Pawda London will cover the reasonable cost of returning the item or provide appropriate return instructions.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives.

If an item is faulty, damaged or different from what you ordered, contact us as soon as reasonably possible so we can help put things right.

Please include your order number and, where possible, photographs showing the problem.

Nothing in this policy limits your statutory rights in relation to goods that are faulty, not as described or otherwise fail to meet your consumer rights.

Trying On Your Pawda London Product

We understand that checking the fit is particularly important when buying accessories for your dog online.

You are welcome to carefully try a harness or collar on your dog indoors to check the fit.

Please do not remove the product tags or use the product outdoors if you think you may need to return it.

Items showing signs of outdoor use, wear, dirt, pet hair, strong odours, washing, scratching or other damage may not qualify for our additional 30-day returns policy.

This does not affect any statutory rights you may have.

Exchanges

We do not currently operate a direct exchange service.

If you need a different size or colour, please return the original eligible item and place a new order for the replacement.

Placing the new order separately also gives you the best opportunity to secure your preferred size while it remains in stock.

Sale Items

Sale-priced Pawda London physical products are covered by our returns policy unless we clearly state otherwise before purchase.

Any applicable statutory rights continue to apply.

E-Gift Cards

Pawda London E-Gift Cards are not covered by our voluntary 30-day physical-product returns policy.

Any cancellation or refund rights that apply by law remain unaffected.

Refunds

We will let you know when your return has been received and processed.

Approved refunds will be made to the original payment method unless another method has been agreed with you.

Where statutory cancellation rights apply, refunds will be processed within the time required by law after we receive the returned goods or appropriate evidence that they have been sent back.

Where required by law, we will also refund the cost of our standard delivery service. If you selected a more expensive delivery option, such as express delivery, the additional cost above our standard delivery charge will not normally be refunded.

For returns made solely under Pawda London's additional 30-day returns policy after the statutory cancellation period has ended, original delivery charges are not refundable unless otherwise required by law.

Once we have issued your refund, your bank or payment provider may take additional time to show the funds in your account.

Statutory Cancellation Form

You may tell us that you wish to cancel using any clear statement.

You can also use a statutory cancellation form. The form should include your name and address, the goods being cancelled, the date they were ordered and received, the date of cancellation, and your order details.

Send your cancellation notice to:

Pawda London
128 City Road, London, United Kingdom, EC1V 2NX
hello@pawdalondon.com

Using a cancellation form is optional and does not prevent you from contacting us by another clear method.

Questions About a Return?

If you're unsure whether your order is eligible for return, please contact us and we'll be happy to help.

hello@pawdalondon.com

This policy is offered in addition to your statutory consumer rights.