Returns and Refund Policy
Last updated: 17 July 2026
At Bramble & Paw, we want you and your dog to be completely happy with your purchase. If something is not right, we are here to help.
This Returns & Refunds Policy explains how to cancel an order, return an item, and receive a refund or exchange.
1. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you generally have the right to cancel an eligible online order within 14 days of receiving it without giving a reason.
After notifying us that you wish to cancel, you then have a further 14 days to return the item.
To cancel an order, contact us before returning anything and include your order number:
Email: info@brambleandpaw.co.uk
Telephone: 07424 398537
2. Returning an Item
To be eligible for a return, the item must be:
- Unused and in the same condition in which you received it
- In its original packaging
- Returned with any original tags or labels attached
- Accompanied by proof of purchase, such as your order number or confirmation email
Once you have contacted us and received return instructions, please send the item to:
Bramble & Paw
228 Plashet Grove
London
E6 1DA
We recommend using a tracked delivery service and keeping your proof of postage. We cannot accept responsibility for returned items that are lost or damaged while in transit to us.
Please do not return an item before contacting us.
3. Return Postage
Unless the item is faulty, damaged, incorrect, or otherwise not as described, you are responsible for paying the cost of returning it.
Original delivery charges may not be refundable where you are returning an unwanted item.
Where an item is faulty, damaged, incorrect, or sent in error, we will cover reasonable return postage costs or provide an appropriate return method.
4. Faulty, Damaged, or Incorrect Items
If your item arrives faulty or damaged, or you receive the wrong product, contact us as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the item, packaging, and damage where possible
Contact us using the following details:
Email: info@brambleandpaw.co.uk
Telephone: 07424 398537
Where appropriate, we will arrange a replacement, repair, or refund. Where the item is confirmed to be faulty, damaged, incorrect, or misdescribed, you will not be charged reasonable return postage costs.
These rights are in addition to your statutory rights under the Consumer Rights Act 2015.
5. Non-Returnable Items
Certain items may not be eligible for return unless they are faulty, damaged, or misdescribed.
These may include:
- Items that have been used, washed, damaged, or soiled after delivery
- Sealed items that are not suitable for return for health protection or hygiene reasons once opened
- Personalised, customised, or made-to-order items
- Items without their original packaging, tags, or labels where this affects their resale value
- Any other products identified as non-returnable on the relevant product page
Where an item is excluded from the standard right to cancel, this will be clearly stated where relevant.
Nothing in this section affects your legal rights where an item is faulty, damaged, misdescribed, or not fit for purpose.
6. Refunds
Once we receive and inspect your returned item, we will contact you to confirm that it has been received and inform you whether the refund has been approved.
Where a refund is approved, it will be returned to your original payment method within 5 to 10 working days.
The time taken for the funds to appear in your account may depend on your bank, card provider, or payment service.
We may reduce a refund where an item has been handled beyond what is reasonably necessary to inspect its nature, characteristics, and functionality.
7. Exchanges
To request an exchange for a different size, colour, or product, contact us before returning the original item.
Email: info@brambleandpaw.co.uk
Telephone: 07424 398537
Exchanges are subject to product availability.
Where an exchange is unavailable, we may offer a refund so that you can place a new order.
Unless the item is faulty, damaged, incorrect, or misdescribed, you may be responsible for return postage and any delivery charges associated with the replacement item.
8. Your Statutory Rights
This Returns & Refunds Policy is in addition to, and does not affect, your statutory rights under UK consumer law.
Products supplied by us must be:
- As described
- Fit for their intended purpose
- Of satisfactory quality
Where an item does not meet these requirements, you may be entitled to a repair, replacement, price reduction, or refund, depending on the circumstances.
9. Contact Us
For questions about returns, refunds, exchanges, or faulty products, contact us using the details below:
Bramble & Paw
Postal address:
228 Plashet Grove
London
E6 1DA
Email: info@brambleandpaw.co.uk
Telephone: 07424 398537