Refund policy
Our Commitment
At BritishPaw, we want you and your pet to be completely happy with every purchase. If something is wrong with your order, we will make it right — with a full refund or a free replacement, your choice.
Return Window
You may request a return or refund within 30 days of the delivery date. Requests made after 30 days unfortunately cannot be accepted.
⭐ Video Unboxing Requirement — Please Read Carefully
To protect both our customers and our store against errors, damage, and missing items, we require a video of the unboxing process for all refund and replacement claims.
The video must:
- Start before the package is opened — show the sealed parcel clearly
- Record continuously without cuts or pauses until the full contents are checked
- Clearly show the item condition, any damage, missing parts, or wrong items
- Be filmed in good lighting so the product is clearly visible
Without an unboxing video, we are unable to process refund or replacement claims. This policy exists to ensure fairness for all customers and to verify issues accurately.
How to Submit a Claim
To request a refund or replacement, please email us at britishpaw111@gmail.com with all of the following:
- ✅ Your order number
- ✅ Your full name and email address used at checkout
- ✅ A clear description of the issue
- ✅ Your unboxing video (upload to Google Drive, YouTube unlisted, or WeTransfer and share the link)
- ✅ Photos of the item and packaging
We will review your claim within 2-3 business days and respond with next steps.
Eligible Reasons for Refund or Replacement
We accept claims for:
- ❌ Item arrived damaged or broken
- ❌ Wrong item received
- ❌ Item missing from order
- ❌ Item significantly different from the product description
- ❌ Item did not arrive within 45 days of order date
Non-Eligible Reasons
We are unable to process refunds or replacements for:
- Change of mind after the order is placed
- Wrong size or colour ordered by the customer (please check carefully before ordering)
- Minor colour differences due to screen display settings
- Claims submitted without an unboxing video
- Claims submitted after 30 days of delivery
Refund or Replacement — Your Choice
Once your claim is approved, you can choose:
- 💰 Full refund — returned to your original payment method within 5-10 business days
- 📦 Free replacement — a new item shipped to you at no extra cost
Return Shipping
For most issues (damaged, wrong, or missing items), you do not need to return the physical product. Simply submit your video and photos and we will resolve it immediately.
If a physical return is required in special cases, we will provide instructions and cover the return shipping cost.
Order Cancellations
Orders can be cancelled within 12 hours of being placed. After 12 hours, the order may already be processed and shipped — cancellations cannot be guaranteed. Please email britishpaw111@gmail.com immediately if you need to cancel.
Contact Us
📧 Email: britishpaw111@gmail.com 🌐 Website: www.britishpaw.com ⏰ Response time: Within 24-48 hours (Monday–Friday)