Refund policy
Returns & Refunds
We want you and your pet to love what you ordered. If something isn't right, here's exactly how returns and refunds work at Active Paw.
Before you return anything — contact us first
Email with your order number before posting anything back. We'll confirm the correct return address and the fastest way to resolve your case. Please don't return parcels to the address on the shipping label — it may be a dispatch warehouse that cannot process returns, and we can't refund items we never receive.
Changed your mind? (14-day returns)
- You may cancel your order for any reason within 14 days of delivery, and then have 14 days to send the item back.
- Items should be unused and in their original packaging.
- Return postage for change-of-mind returns is paid by you. We recommend a tracked service — we can only refund items that reach us.
- We'll refund you within 14 days of receiving the item back (or proof of postage), to your original payment method. Banks can take 5–10 working days to show the refund.
- If you cancel a whole order, we also refund your original standard delivery charge.
- If you return part of an order and the remaining items fall below the £50 free-delivery threshold, the £4.99 standard delivery charge is deducted from your refund.
Damaged, faulty or incorrect items
- Please contact us within 7 days of delivery where possible — it lets us resolve your claim fastest.
- Attach photos showing: the outer packaging, the shipping label, and the issue itself. Please keep all packaging until your claim is resolved.
- You'll receive a full refund or free replacement, including any delivery charges. In most cases you will not need to post anything back — photos are enough.
- Faulty goods are covered by your statutory rights: a 30-day right to reject for a full refund, and remedies beyond that under the Consumer Rights Act 2015.
The legal bit
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Questions? — we reply within one working day.