Refunds and Returns Policy

Last updated: 3 July 2026

We want you to be happy with your order from Paws On The Cut.

If there is a problem with your order, please contact us as soon as possible and we will do our best to put things right.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty, not as described or you receive the wrong item, please contact us as soon as possible.

Please provide your order details and, where possible, photographs showing the problem. This helps us investigate the issue quickly.

Depending on the circumstances, we may offer a replacement or refund.

Nothing in this policy affects your statutory rights under UK consumer law.

Food and dog treats

Many of the products we sell are food products intended for dogs.

For food safety and hygiene reasons, we cannot normally accept the return of opened dog treats or food products simply because you have changed your mind or your dog does not like them.

Please check product descriptions, ingredients and other information carefully before ordering.

If a product is faulty, damaged, incorrectly supplied or not as described, please contact us. Your statutory rights are not affected.

Changing your mind

For products where a legal right to cancel applies, you may tell us that you wish to cancel your order within 14 days of receiving it.

You then have 14 days to return the goods to us.

Products must be returned unopened, unused and in their original packaging where appropriate.

Some products may be excluded from the right to cancel under UK consumer law, including certain perishable goods and sealed goods which are not suitable for return for health protection or hygiene reasons once the seal has been broken.

We will let you know if an exclusion applies to your return.

Cancelling an order before dispatch

If you wish to cancel or change an order before it has been dispatched, please contact us as soon as possible.

If we have not yet dispatched your order, we will normally be able to cancel it and issue a refund.

Once an order has been dispatched, our normal returns and cancellation terms will apply.

Refunds

Where a refund is due, it will normally be made to the original payment method.

We will process refunds without undue delay and in accordance with our obligations under UK consumer law.

The time taken for the refund to appear in your account may depend on your bank or payment provider.

Return postage

If you are returning an item because you have changed your mind, you will normally be responsible for the cost of returning it.

If an item is faulty, damaged, not as described or we have sent you the wrong item, we will cover reasonable return costs where a return is required.

Please contact us before returning an item so that we can provide appropriate return instructions.

Please contact us before sending a return

Paws On The Cut is a roving canal-based business and our location changes regularly.

Please do not send a return to an address without contacting us first.

Your statutory rights

This Refunds and Returns Policy is in addition to your rights under UK consumer law.

Nothing in this policy is intended to limit or exclude any rights you have under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

Need help?

If you have a question about an order, refund or return, please contact us using the contact details on our website.

Please include your order number where possible so that we can help you quickly.