Refund policy
We want you to be 100% satisfied with your Big Pawfection Attire & Accessories, but we recognise that sometimes things don’t always go to plan. That is why we are happy to offer cancellations and returns upon the following conditions:
RETURNS & REFUNDS
How can I make a return?
If you would like to return your order, please follow our Returns & Refund Process:
1. Email returns@big-pawfection.com within 14 days of receiving your order, with order number and reason for your return. We will respond with instructions on how to return your order.
2. Items must be returned within 7 days of receiving your returns instruction email, with order number and customer details contained within.
3. To be eligible for a refund, items must be returned as sold, in a resalable condition (unused, unwashed, hair-free and mud-free) Product tags must still be attached & it should be in its original packaging.Returns will not be accepted if product tags have been removed. Returns received after our return period, will be issued a credit note (with postage costs deducted) and will not be eligible for a refund.
4. Gift Cards / Puptrait Attire & Accessories / ID Tags / Print to Order Items - are final & cannot be refunded, unless damaged or faulty.
Credit notes are issued at our discretion and we reserve the right to update our policies at any time. Credit notes can only be exchanged for goods, including gift cards and cannot be exchanged for cash refunds.
Unfortunately we are unable to process exchanges. We ask that if you are looking for a different size / design you follow the returns process & place a new order for the correct size / design.
Who is responsible for the Returns Postage?
Original postage will not be refunded and the returns postage (along with any duties or taxes associated to the return of an international order) will be deducted off any refund, unless an item arrives damaged or faulty (in which case we will require photographic evidence).Return labels are provided via 2nd Class Royal Mail, please ensure you ask for proof of postage (otherwise we cannot be held responsible if your return goes missing during transit).
How soon will I get my refund?
We aim to review returns within 5 working days. You will be notified via email if the return was approved or rejected in line with our policy. Approved returns are refunded to the original method of payment,within 10 business days (depending on your bank account). Bank process times may vary and can be longer for banks outside of the UK.
Please contact your bank if you have not received a refund within the 10 business days.
If you have any questions, contact us at returns@big-pawfection.com
CANCELLATIONS
If you wish to cancel your order, please email us at returns@big-pawfection.com, with ‘Cancellation Request’ and your order number in the subject line of the email so we may prioritise your request before dispatching your order.
If your order has not yet been dispatched, we can issue you a full refund including any postage paid. You will be notified via email if your request has been successful and any refunds will be made automatically to the original payment method.
If your order has already been dispatched at the time of the cancellation request, you will be notified via email that your request has been unsuccessful. Should you wish to return the item once received, you will be responsible for return postage costs. Please see Returns Policy for more information on how to return an order.
