Pet Parent Peace of Mind Guarantee
We want you and your furbaby to be completely thrilled with every piece of gear you receive from MB-Paws. Under the UK Consumer Contracts Regulations 2013, your statutory right to cancel is 14 calendar days. At MB-Paws, we extend this to a generous 30 calendar days from the date of delivery.
• 30 Days Window: Cancel or initiate a return within 30 days of parcel arrival.
• Easy Exchanges: Need a different size or colour? We will gladly swap it for you.
• 5–10 Day Refunds: Funds returned swiftly to your original payment method.
1. How to Return or Exchange an Item
Returning an item is simple and fuss-free. Follow these four quick steps:
1. Contact Support: Email us at support@mb-paws.co.uk with your order number, the item you wish to return, and whether you prefer a refund or an exchange.
2. Receive Returns Authorisation: Our team will reply within 24 hours with your unique Return Merchandise Authorisation (RMA) reference and the correct UK returns depot address.
3. Pack & Post Safely: Package the item securely in its original packaging with all product labels attached. We strongly recommend using a tracked service (such as Royal Mail Tracked) and retaining proof of postage.
4. Inspection & Refund: Once received and inspected at our returns facility, your refund will be issued within 5 to 10 business days directly to your original payment method (Credit card, PayPal, or Klarna).
2. Return Eligibility & Condition Criteria
To maintain the highest hygiene and safety standards for all dogs and pet parents, items returned for a change of mind must be in resalable condition:
Eligible for Return:
- Unused, unwashed, and odour-free
- Free of pet hair, dander, and outdoor dirt
- Original tags and branded packaging intact
- Returned within 30 days of delivery
Not Eligible for Return:
- Shows signs of outdoor wear or muddy trails
- Pet hair or animal odours present
- Damage from chewing, scratching, or gnawing
- Missing original hardware or tags
3. Return Shipping Postage
Change of Mind / Sizing Exchanges: Customers are responsible for the return shipping postage when returning an item due to preference, change of mind, or size exchange.
Damaged, Defective, or Incorrect Items: If an item arrives defective, faulty, or if you received an incorrect item, MB-Paws covers 100% of the return shipping costs. We will provide a pre-paid return label or reimburse your postage cost immediately upon validation.
4. Damaged, Defective Goods & Mechanical Warranty
Under the UK Consumer Rights Act 2015, you are entitled to goods that are as described, fit for purpose, and of satisfactory quality.
If your item suffers structural failure under normal walking conditions (such as a hardware weld failure), please email support@mb-paws.co.uk with photos showing the defect. If verified, we will dispatch an expedited replacement at zero cost or issue a complete refund.
5. Size & Colour Exchanges
We know that every canine is unique in build and stature! If you ordered a size that is slightly too snug or loose, let us know right away. When you contact us for an exchange, we will place the desired replacement size on temporary hold so it does not sell out before your return reaches us.
For sizing assistance, refer to our comprehensive Size Guide prior to purchasing.
6. Refund Method & Processing Times
Refunds will always be credited back to the original method of payment:
- Credit / Debit Cards: Typically reflect on your bank statement within 3 to 5 business days after our bank processes the refund.
- PayPal: Instantly credited to your PayPal balance or linked funding source.
- Klarna: Any future scheduled payments are cancelled immediately, and installments already paid are refunded back to your account within 5 to 7 business days.
7. Contact & Support
Need help with an order or return?
Our UK-based pet care support team is on hand 7 days a week.
Email: support@mb-paws.co.uk
United Kingdom