Returns and Refund Policy

Here's the updated policy with your returns address filled in and the customer-paid postage confirmed. Everything else stays as before.

Returns & Refunds Policy

Last updated: [date]

At Bramble & Paw, we want you and your dog to be completely happy with your purchase. If something isn't right, we're here to help. This policy explains how to return an item and how refunds work.

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason. You then have a further 14 days to return the item to us once you've told us you wish to cancel.

To cancel, please contact us at info@brambleandpaw.co.uk with your order number before returning anything.

2. Returning an Item

To be eligible for a return, items must be:

• Unused and in the same condition you received them
• In their original packaging, with any tags or labels attached
• Accompanied by proof of purchase (such as your order number or confirmation email)

Once you've notified us, please send your item to:

Bramble & Paw, 353 High Street North, Manor Park, London E12 6PQ

We recommend using a tracked delivery service, as we can't be responsible for items lost in transit on their way back to us.

3. Return Postage

Unless the item is faulty or incorrect, you are responsible for the cost of returning it. Original delivery charges are non-refundable, except where the item is faulty, damaged, or sent in error.

4. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or you've received the wrong product, please contact us at info@brambleandpaw.co.uk within 14 days of delivery, including your order number and a photo of the issue where possible. We'll arrange a replacement or full refund, including any return postage costs, at no charge to you. This is in addition to your rights under the Consumer Rights Act 2015.

5. Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return unless faulty, including:

• Items that have been used, washed, or soiled
• [Personalised or made-to-order items]
• [Any other exclusions specific to your range]

We'll always highlight any non-returnable items where relevant.

6. Refunds

Once we've received and inspected your return, we'll email you to confirm we've received it and let you know whether your refund has been approved. If approved, your refund will be processed to your original payment method within [5–10] working days.

Please note that the time it takes for the refund to appear in your account may vary depending on your bank or card provider.

7. Exchanges

If you'd like to exchange an item for a different size or product, please contact us at info@brambleandpaw.co.uk and we'll do our best to help, subject to availability.

8. Your Statutory Rights

This policy is in addition to, and does not affect, your statutory rights as a consumer under UK law. Goods must be as described, fit for purpose, and of satisfactory quality.

9. Contact Us

If you have any questions about returns or refunds, please get in touch:
📧 info@brambleandpaw.co.uk
📮 353 High Street North, Manor Park, London E12 6PQ