Our Promise
We want you and your pet to be completely happy with your purchase. If for any reason you're not satisfied, you can return items within 30 days for a full refund.
Returns Policy
30-Day Returns
You have 30 days from the date of delivery to return any item for a refund. This is in addition to your statutory rights under the Consumer Contracts Regulations 2013.
Return Conditions
To be eligible for a return, items must be:
- Unused and in the same condition you received them
- In original packaging where possible
- Free from pet hair, odours, and damage
- Accompanied by proof of purchase (order confirmation email)
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
- Food and treats: Once opened or if packaging is damaged
- Grooming products: If opened or used
- Personalised items: Custom-made products with your pet's name
- Medication: All veterinary medicines and supplements
How to Return an Item
Contact Us
Email hello@bestluxeuk.co.uk with your order number and reason for return. We'll send you a returns authorisation number (RAN).
Pack Your Return
Securely pack the item(s) in appropriate packaging. Include your RAN number and order details inside the parcel.
Post Your Return
Send the parcel to our returns address. We recommend using a tracked service and keeping your proof of postage.
Receive Your Refund
Once we receive and inspect your return, we'll process your refund within 5-7 working days.
Returns Address
PawLuxe Returns
Suite 1 The Junction, Merchants Quay
Manchester
M50 3SG
Return Postage
Change of Mind Returns
If you're returning an item because you've changed your mind, you are responsible for the return postage costs. We recommend using a tracked service as we cannot be held responsible for items lost in transit.
Faulty or Incorrect Items
If your item is faulty or we sent you the wrong item, we'll provide a prepaid returns label. Contact us and we'll arrange for the item to be collected or provide a returns label.
Free Returns on Large Items
For large items over £75 such as cat trees and large dog beds, we offer free return collection. Contact us to arrange a collection.
Refunds
Processing Time
Once we receive your return:
- We'll inspect the item within 2 working days
- If approved, your refund will be processed within 5-7 working days
- Refunds are made to the original payment method
What's Refunded
- Product price: Full refund for eligible returns
- Original delivery cost: Refunded if the entire order is returned
- Return postage: Only refunded for faulty or incorrect items
Exchanges
We don't offer direct exchanges. If you'd like a different size or colour, please return the original item for a refund and place a new order.
Faulty Items
If you receive a faulty item, please contact us within 48 hours of delivery with:
- Your order number
- Photos of the fault
- Description of the issue
We'll arrange a replacement or full refund including return postage costs.
Damaged in Transit
If your parcel arrives damaged:
- Take photos of the packaging and contents
- Contact us within 48 hours of delivery
- Keep all packaging for inspection if required
We'll arrange a replacement or refund once we've assessed the damage.
Your Statutory Rights
This returns policy doesn't affect your statutory rights. Under the Consumer Rights Act 2015, goods must be:
- Of satisfactory quality
- Fit for purpose
- As described
If goods don't meet these standards, you may be entitled to a refund, repair, or replacement.
Contact Us
If you have any questions about our returns policy, please contact us:
- Email: hello@bestluxeuk.co.uk
- Phone: 07401 137236 (Mon-Fri 9am-5pm)