Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This is our own goodwill policy and sits on top of your statutory rights, which are set out further down this page.

To be eligible for a return under this policy, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at info@pawfalks.com. Returns need to be sent to the following address: 9 College Vale, Mullingar, Co. Westmeath, N91 H4X6, Ireland.

If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@pawfalks.com.

Damages and issues

Please inspect your order on arrival and contact us as soon as you can if the item is faulty, damaged, or if you receive the wrong item, so that we can evaluate the issue and put it right. Where goods are faulty or not as described, we pay the cost of returning them.

Exceptions / non-returnable items

Some items cannot be returned under our 30-day goodwill policy, and are also excluded from the 14-day cancellation right described below:

• Perishable goods — including pet food, treats, chews and any fresh or chilled product.
• Personalised or custom-made items — including engraved tags, embroidered or printed items, and anything made to your specification.
• Sealed goods that are not suitable for return for health protection or hygiene reasons — these cannot be returned once the seal has been broken after delivery. Unopened items with the seal intact can be returned in the normal way.

We also cannot accept returns on gift cards.

Please get in touch if you have questions about a specific item. These exclusions never apply to goods that are faulty, damaged or not as described — your statutory rights in those cases always apply.

Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Your 14-day right to cancel

If you are a consumer in Ireland or elsewhere in the European Union, you have the right under the Consumer Rights Act 2022 to cancel your order within 14 days of receiving it, for any reason and without giving a justification. You then have a further 14 days to return the goods to us.

This right applies in addition to our 30-day policy above.

How to cancel. Tell us clearly that you wish to cancel, before the 14 days are up. Email info@pawfalks.com, or use the cancellation form at the end of this page. Any clear statement of your decision is enough — you don't have to use the form.

Handling the goods. You may handle the goods as you would in a shop in order to inspect them, but we may reduce your refund if the value of the goods has been diminished by handling beyond what is necessary.

Return costs. You bear the direct cost of returning the goods when cancelling under this right.

Your refund. We will refund the price you paid for the goods, together with the standard delivery charge you paid on the original order. If you chose a more expensive delivery option, we refund the standard rate rather than the premium. We will issue the refund without undue delay and no later than 14 days from the day you tell us you are cancelling, though we may withhold the refund until we have received the goods back or you have supplied proof of return.

Exclusions. The items listed under Exceptions / non-returnable items above are excluded from this right.

Faulty or misdescribed goods — your statutory rights

Nothing in this policy affects your statutory rights, and nothing here limits or excludes them.

Under the Consumer Rights Act 2022, goods we supply must be of the quality, description and fitness for purpose that you are entitled to expect. If they are not:

• You can reject the goods and ask for a full refund within 30 days of delivery.
• After those 30 days, you are entitled to a repair or replacement, free of charge and within a reasonable time.
• If a repair or replacement isn't possible, isn't done properly, or isn't done within a reasonable time, you can then ask for a price reduction or a refund.

We are responsible for any fault that was present at the time of delivery for a period of at least two years from delivery. If a fault appears within the first twelve months, it is presumed to have been there at delivery unless we can show otherwise — you do not have to prove it.

Refunds

We will notify you once we've received and inspected your return, and let you know whether the refund was approved. If approved, you'll be refunded on your original payment method. Refunds under the 14-day cancellation right are issued within the statutory period described above; refunds under our 30-day goodwill policy are issued within 10 business days of approval. Please remember it can take some time for your bank or card issuer to process and post the refund too.

If more than 15 business days have passed since we approved your return and you haven't received the money, please contact us at info@pawfalks.com.

Complaints

If you are unhappy with how we have handled a return or refund, please contact us first at info@pawfalks.com and we will try to resolve it with you. If we cannot, consumers in Ireland can seek information and assistance from the Competition and Consumer Protection Commission (ccpc.ie). Consumers in another EU member state can also contact the European Consumer Centre network.

Model cancellation form

You can use this form to cancel under the 14-day right, but you don't have to — any clear statement will do.

To: Pawfalks, 9 College Vale, Mullingar, Co. Westmeath, N91 H4X6, Ireland — info@pawfalks.com

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on: ______________________

Order number: ______________________

Name of consumer: ______________________

Address of consumer: ______________________

Signature (only if sending this form on paper): ______________________

Date: ______________________

Contact

Pawfalks 9 College Vale, Mullingar, Co. Westmeath, N91 H4X6, Ireland info@pawfalks.com https://pawfalks.com/