Refund and Returns Policy

Although Le Pawtique uses its best efforts to accurately describe all products for sale on its website, some descriptions may be of a generic nature and not specific to the particular product you wish to purchase. Most returns can be avoided by proper measurement. We have several sizing charts on our website to guide you. If you have any questions, please feel free to contact us and we will be happy to help you find just the right size for your pet.

Le Pawtique offers a 100% money back guarantee meaning that if you are not entirely happy with your purchase you can return it. Should you be dissatisfied with the product you have purchased for any reason (subject to certain exceptions listed below) and wish to cancel your order, Le Pawtique undertakes to refund you the full purchase price, on condition that:

  • You e-mail us notification of your wish to cancel the order within 7 days from date of delivery of the goods to you;
  • You then return the relevant item to us using counter to counter tracked postal service or special delivery courier service, at your cost;
  • Any item returned to us must be in its original, unused and saleable condition. It must have all original tags attached and must be returned with all original documents and packaging;
  • Subject to compliance with the above, we will refund you within 7 days of receipt of the relevant item, to your nominated bank account, of which you are to provide us details of together with the returned item. Le Pawtique reserves the right to require proof from the customer of such account refund details.

Damaged or faulty products may be returned, on condition that:

  • You must e-mail us within 48 hours of delivery of the product to you, advising us of the alleged defect and include the order number, date of purchase, item number and description of the relevant product;
  • You then return the relevant item to us using counter to counter tracked postal service or special delivery courier service, at your cost;
  • Any item returned to us must be in its original and unused condition. It must have all original tags attached and must be returned with all original documents and packaging;
  • Should the complaint be valid, a replacement product will be sent to you, at our cost, as soon as possible, and subject to stock availability. Should your complaint not be valid, then the product will be returned to you, at your cost.
  • If an item is returned for exchange due to wrong size, you will be liable for the full delivery fee of the replacement item. Items are only exchangeable for alternate sizes within 14 days of receipt, subject to stock availability.
  • Seasonal, personalised and discontinued items, toys and end of range items are regretfully not returnable, unless damaged or defective, as per the above.
  • If the product you ordered is not available or out of stock, we will dispatch your product as and when it becomes available. Usually, products will arrive within 3 – 5 days and for orders received on Saturday, Sunday or any major holiday, 3 – 5 days from the first working day. However, there may be times when the product you have ordered is out-of-stock which will delay fulfilling your order. We will endeavour to keep customers informed of any products that are out-of-stock and unavailable for immediate delivery.
  • If replacement product is out of stock or unavailable a credit note will be issued, redeemable for an equivalent value for any product on our website.
  • Please note that due to hygiene reasons and regulations, pet beds and blankets that have been removed from their packaging will not be exchanged or returned.