Refund policy
RETURNS & REFUND POLICY
At Pawfleet, we want you to be happy with your purchase.
We offer customers a 15-day return period, subject to the terms set out below and to your statutory rights under applicable UK consumer law.
Nothing in this Returns & Refund Policy is intended to exclude, restrict or limit any rights you may have under applicable consumer protection law.
1. 15-DAY RETURN PERIOD
You have 15 calendar days from the day you, or a person nominated by you other than the carrier, receives your order to notify us that you wish to return it.
You do not need to provide a reason when exercising your statutory right to cancel an eligible online purchase.
To request a return, contact us at:
Email: pawfleet0@gmail.com
Please include, where possible:
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Your full name
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Your order number
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The item you wish to return
Once you have notified us of your decision to cancel, you must send the goods back without undue delay and no later than 14 calendar days after notifying us of your cancellation.
Return address
Pawfleet
Miguel Mota Leon
Plaza de los Barcos N.º 2
11100 San Fernando, Cádiz
Spain
We recommend contacting us before sending your return so that we can provide the appropriate return instructions.
Your statutory rights are not affected if you exercise your right to cancel in another legally valid way.
2. CONDITION OF RETURNED ITEMS
You are entitled to inspect and handle the product to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way you would normally be able to examine a product in a physical shop.
Where possible, returned products should include:
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All original components
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All accessories supplied with the product
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Any labels that remain attached
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The original packaging, where reasonably possible
The absence of the original packaging will not automatically invalidate your statutory cancellation rights.
However, we may make a reasonable deduction from your refund if the value of the product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, where permitted by applicable law.
3. RETURN SHIPPING COSTS — CHANGE OF MIND
If you are returning an item because you have changed your mind and the item is not faulty, damaged, incorrect or otherwise not as described:
You are responsible for the direct cost of returning the item to Pawfleet.
We recommend using a tracked shipping service and retaining proof of postage until your refund has been completed.
Pawfleet cannot be responsible for a return shipment that is lost before reaching us where the return carrier has been selected and contracted directly by the customer, subject to your statutory rights.
Please do not send returns using a cash-on-delivery service.
As Pawfleet's return address is located in Spain, returns from the United Kingdom are international shipments.
When completing customs documentation, you should accurately identify the shipment as returned goods where appropriate. Customers must not provide false customs information or artificially alter the declared value of a shipment.
4. REFUNDS FOR CHANGE-OF-MIND RETURNS
If you validly exercise your right to cancel, we will refund the payments we are legally required to refund.
This includes the price of the returned product and, where required by law, the cost of the least expensive standard delivery method that we offered when your order was placed.
If you selected a more expensive delivery option, such as express or premium shipping, we are not required to refund the additional amount above the cost of our standard delivery option.
We will issue the refund without undue delay and no later than 14 days after receiving the returned goods.
Where permitted by law, we may withhold the refund until we have received the goods back or you have supplied evidence that you have sent them back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original purchase unless otherwise expressly agreed.
Your bank, card issuer, PayPal or other payment provider may require additional processing time before the refund appears in your account.
5. FAULTY, DAMAGED, INCORRECT OR NOT-AS-DESCRIBED PRODUCTS
Your statutory rights regarding faulty goods are separate from our 15-day change-of-mind return policy.
Goods sold by Pawfleet must comply with applicable UK consumer law, including requirements relating to satisfactory quality, fitness for purpose and conformity with their description where applicable.
If your product:
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Arrives damaged
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Is faulty
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Is not as described
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Is different from the product ordered
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Is missing essential components
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Or otherwise fails to meet applicable statutory requirements
please contact us at:
Please provide your order number and a description of the issue.
Where reasonably necessary, we may ask you to provide photographs or videos of the product, packaging or reported defect to help us assess and resolve the issue.
Requesting this information does not remove or restrict your statutory rights.
6. 30-DAY RIGHT TO REJECT FAULTY GOODS
Where applicable under UK consumer law, if goods are faulty, not of satisfactory quality, not fit for purpose or not as described, you may have a short-term right to reject the goods within 30 days and receive a refund.
This statutory right is separate from the 15-day return period offered for change-of-mind returns.
Where you are legally entitled to reject faulty goods, Pawfleet will comply with the remedies required by applicable consumer law.
7. FAULTS DISCOVERED AFTER 30 DAYS
Your rights do not necessarily end after the first 30 days.
Depending on the circumstances and applicable law, you may be entitled to a:
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Repair
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Replacement
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Price reduction
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Partial refund
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Full refund
If you discover a fault after the initial 30-day period, contact us at:
We will assess the issue and provide the remedy required by applicable consumer law.
8. RETURN COSTS FOR FAULTY OR INCORRECT GOODS
If a product is faulty, damaged, incorrect or otherwise does not conform to the contract and Pawfleet is legally responsible for the issue:
You will not be required to bear return or other necessary costs that the law requires Pawfleet to pay.
We will provide appropriate instructions for resolving the issue.
Please contact us before arranging an international return of a faulty or incorrect product so that we can provide the appropriate procedure.
9. ITEMS PURCHASED ON SALE OR WITH A DISCOUNT
Products purchased during a sale, promotion or using a discount code retain the same statutory consumer rights as products purchased at full price.
A product being discounted or on sale does not remove your statutory rights.
Eligible sale products are also covered by our 15-day change-of-mind return policy unless a lawful exception applies.
10. EXCEPTIONS TO CHANGE-OF-MIND RETURNS
Certain categories of goods may be excluded from statutory cancellation rights where permitted by law.
These can include, for example:
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Goods made to the consumer's specifications or clearly personalised
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Goods that are liable to deteriorate or expire rapidly
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Sealed goods which are not suitable for return for health protection or hygiene reasons if they become unsealed after delivery
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Sealed audio, video recordings or computer software once unsealed
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Certain digital content where the applicable legal requirements for loss of the cancellation right have been satisfied
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Other goods or services specifically excluded by applicable law
An exception will only be applied when it legally applies to the particular product and circumstances.
We will not treat a standard Pawfleet product as non-returnable merely because it has been removed from its delivery packaging.
11. EXCHANGES
If you would like a different product, please contact us at:
Depending on the circumstances, the quickest option may be to return the original product and place a new order separately.
This exchange procedure does not affect your statutory rights.
12. DAMAGED PACKAGES
Please inspect your order after delivery.
If your package or product appears to have been damaged during transport, contact us as soon as reasonably possible at:
Where possible, please keep the packaging and provide photographs showing the condition of the parcel and product.
This will help us investigate the issue with the carrier.
Failure to report the issue immediately does not automatically remove any statutory consumer rights you may have.
13. REFUSED OR UNCOLLECTED ORDERS
Refusing delivery or failing to collect a parcel does not necessarily constitute a valid notice of cancellation.
If you wish to cancel your purchase, please notify us clearly at:
If an order is returned to us because:
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The recipient refused delivery
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The parcel was not collected
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The customer provided an incorrect or incomplete address
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Delivery could not be completed for reasons attributable to the recipient
we will deal with the order according to the circumstances and applicable consumer law.
14. CUSTOMS, IMPORT DUTIES AND TAXES
Orders shipped internationally may be subject to import VAT, customs duties, taxes or other charges depending on the destination and the way the order is shipped.
Where such amounts are charged directly by customs authorities, carriers or other third parties rather than by Pawfleet, any refund of those amounts may need to be requested from the relevant authority or third party.
This does not affect any statutory rights that cannot legally be excluded or restricted.
15. YOUR UK CONSUMER RIGHTS
Nothing in this policy is intended to exclude, restrict or limit rights that cannot lawfully be excluded or restricted under applicable UK consumer law.
Where there is a conflict between this policy and mandatory consumer protection law applicable to your purchase, the mandatory legal rights will prevail.
Our 15-day change-of-mind return period is provided in addition to, and not as a replacement for, your statutory rights relating to faulty, damaged, misdescribed or non-conforming goods.
16. CANCELLATION FORM
You may notify us of your decision to cancel by emailing:
You may also use the model cancellation form below, although use of this form is not compulsory.
MODEL CANCELLATION FORM
To:
Pawfleet
Miguel Mota Leon
Plaza de los Barcos N.º 2
11100 San Fernando, Cádiz
Spain
Email: pawfleet0@gmail.com
I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Product:
Order date:
Date received:
Name of consumer:
Address of consumer:
Date:
Signature of consumer:
(Only required if this form is submitted on paper.)
17. CONTACT INFORMATION
For questions regarding returns, refunds, damaged goods or product faults, please contact:
Trading name: Pawfleet
Owner: Miguel Mota Leon
Address:
Plaza de los Barcos N.º 2
11100 San Fernando, Cádiz
Spain
Email: pawfleet0@gmail.com
Your statutory rights are not affected by this Returns & Refund Policy.