Returns Policy
Last updated: February 2026
14-day cooling off period
Under the Consumer Contracts Regulations 2013, you have 14 days from the day you receive your order to change your mind and return it for a full refund. The product must be unused and in its original packaging.
How to return
Contact us at hello@frankieandpaws.com with your order number. We will provide a returns address and instructions. You are responsible for return postage unless the product is faulty.
Refunds
We will process your refund within 14 days of receiving the returned item. Refunds will be made to your original payment method. Under the Consumer Rights Act 2015, you also have a 30-day right to a full refund if goods are faulty, not as described, or not fit for purpose.
Exceptions
Perishable or personalised items cannot be returned unless faulty. Opened products may be accepted at our discretion if there is a genuine issue.
Contact
For returns enquiries: hello@frankieandpaws.com.