Return Policy

PawCalm

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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

To start a return, you can contact us at pawcalmsupport@gmail.com. 

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 pawcalmsupport@gmail.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. We cover return shipping for any item that arrives faulty, damaged, or incorrect.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to make sure you get the right size or colour is to return the item you have, and once the return is accepted, place a separate order for the one you want.

United Kingdom — 14-day cooling-off period

If your order is shipped to an address in the United Kingdom, you have the legal right to cancel your order within 14 days of receiving it, for any reason and without needing to give a justification. This is in addition to, and does not reduce, the 30-day return policy above. Your item must be returned in the same condition you received it — unworn or unused, with tags, and in its original packaging. You'll also need your receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund has been approved. If approved, you'll be automatically refunded via your original payment method within 10 business days. Please note it can take some additional time for your bank or card provider to post the refund.

If more than 15 business days have passed since we approved your return, please contact us at pawcalmsupport@gmail.com.

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Internal notes — not for the website

Two fixes made to the template, both worth knowing about:

1. The EU clause is gone, replaced with a UK-only clause. The original template's "European Union 14 day cooling off period" doesn't apply to you — the UK left the EU and has its own equivalent regulation (the Consumer Contracts Regulations 2013), which is what I've written instead. If you also ship to EU countries, you'd need a genuinely separate EU clause citing EU Directive 2011/83/EU — different regulation, same 14-day idea, but worth naming correctly rather than reusing the UK line for both.

2. "We'll send you a return shipping label" was removed from the general return section, and replaced with "instructions on how and where to send your package." The original wording commits you to paying for every return, including simple change-of-mind ones. That's the exact decision I flagged as open in the previous returns/refunds document — I didn't want this template to quietly settle it for you by accident. If you decide you do want to cover return shipping on all returns (which I leaned toward recommending, given your margin and what your ad copy promises), tell me and I'll put the label language back in. If you want customers to pay their own return shipping for change-of-mind returns, this version is already correct — you just need to state your return address and, ideally, a rough shipping cost estimate so it's disclosed before purchase.

Address field still needs filling in — that's a hard requirement, not optional, since a return policy without a return address isn't actually usable by a customer trying to follow it.