Refund policy

Refunds and replacements

Something wrong with your order? Tell us and we will sort it out.

You have 30 days from the day your order arrives to contact us about a problem. Email support@pawtato.shop with your order number and we will reply within one business day.

We may ask for photos or a few details about the item before we can resolve it.

Please contact us before sending anything back. We ship from more than one location, so the right return address depends on your order. Items sent back without instructions from us cannot be accepted or refunded.

Sizing

If the size is not right for your dog, contact us within 30 days of delivery with your order number and we will make it right.

Damaged in transit

If your order arrives damaged, email us within 7 days of delivery with:

  • Your order number
  • Photos of the damaged item
  • A photo of the packaging it arrived in

We will look into it and make it right.

Please check your order when it arrives.

Not as described

If the item is not what was described on the product page, contact us within 30 days of delivery with your order number, a description of the problem, and photos of the item you received.

We will look into it and make it right.

Faulty

If an item stops working as it should, contact us within 30 days of delivery with your order number, a description of the fault, and photos.

We will look into it and make it right.

Wrong item

If we sent the wrong item, email us within 30 days of delivery with your order number and a photo of what arrived. We will sort it out at no cost to you.

Order has not arrived

If your order has not arrived 23 days after you placed it, contact us with your order number and we will replace it or refund it in full. You do not need to provide anything beyond your order number.

If tracking shows the order was delivered and it has gone missing after that, contact us anyway. We cannot promise a replacement in that situation, but we will look into it with the carrier.

Returned to sender

Sometimes a parcel comes back to us. Usually this is because nobody was home for the delivery attempts, or the parcel was not collected from the local depot in time.

If that happens we will send it again once, free of charge. If it comes back a second time we will refund the item price, less the actual cost of the shipping we paid.

Cancelling an order

If you are ordering from the United Kingdom, you can cancel an order and return it for a refund within 14 days of delivery. Cancellations are subject to the following:

  • The item must come back in its original packaging and in the condition it arrived in. You are welcome to check the fit and try the item out, as you would in a shop
  • Contact us first for a return address. Items sent back without instructions from us cannot be accepted
  • You pay the return postage. We recommend a tracked service, as we can only refund items we actually receive
  • We refund the price of the item once it arrives back with us and has been checked. Original shipping is not refunded
  • If the item comes back worn or used beyond checking the fit, we may reduce the refund to reflect the loss in value

Items we cannot take back

Some items are sealed for hygiene reasons. If the seal has been broken we cannot accept them back. This does not affect your rights if the item is faulty, damaged, or not as described.

Gift cards cannot be refunded.

How refunds are issued

Approved refunds go back to your original payment method. We process them within 3 business days of approval. Your bank or card issuer may take a few days more to show it.

Nothing in this policy affects your rights under the consumer law where you live.

Contact us

Email support@pawtato.shop with your order number. We read every message and we reply within one business day.

Last updated: 17 August 2026