Refund policy

We want you and your dog to actually use this stand. If it is not right for you, you have 30 days from the day your order is delivered to ask for a return.

How to start a return

Email contact@pawreliapets.com with your order number and a sentence about what went wrong. We reply within one business day with a return authorisation and the address to send it to. Please do not post anything back before you have that authorisation — parcels sent without one cannot be processed.

Condition

• The stand must be in the condition you received it: clean, undamaged and complete, with all straps and hardware.
• Original packaging where possible. Light wear from a trial run is fine; a stand that has been chewed through, cut or modified is not.
• Proof of purchase (your order number is enough).

Who pays return shipping

• We do if the item arrived damaged, faulty, or is not what you ordered. We send a prepaid label.
• You do if you simply changed your mind. The cost of your original shipping is not refunded.

Refunds

Once your return arrives and passes inspection we issue the refund to your original payment method within 2 business days. Your bank or card issuer typically takes a further 5–10 business days to post it. We will email you either way — including if the return is declined, with the reason.

Damaged, faulty or wrong item

Please check your parcel when it arrives. If anything is damaged, missing or incorrect, email us within 48 hours of delivery with a photo. We will replace it or refund it, and you will not be asked to send the damaged item back at your own cost.

Cancelling before dispatch

Email us as soon as possible. If the order has not yet been packed we cancel it and refund in full. Once a parcel has left our facility it becomes a return.

Bundles and multi-stand orders

Bundle pricing (2 Stands, 3 Stands) applies to the bundle as a whole. If you return part of a bundle, the items you keep are re-priced at the rate that would have applied to that smaller quantity, and the refund is adjusted accordingly. If a free item came with the bundle and you no longer meet the threshold, either return the free item or its value is deducted.

Add-on services

• Shipping Protection and Priority Dispatch are services. They are refunded in full if you cancel before dispatch. Once the order has shipped, the service has been delivered and is not refundable on its own.
• The 30-Day Damage Guarantee is refundable within 30 days of delivery if you have not made a claim under it.

Items we cannot take back

• The free digital guide, Nail Trims Without the Fight. It is delivered instantly by email and cannot be returned. It is free, so nothing is charged for it either way.
• Gift cards.

Exchanges

The quickest route is to return the stand you have and place a new order for the colour you want, so you are not waiting on the return to clear first.

European Union — 14 day cooling off

If your order is shipped into the European Union you have the right to cancel or return it within 14 days of delivery, for any reason and without giving a justification. The condition requirements above still apply.

Still stuck?

Email contact@pawreliapets.com. A person reads it.