Refund policy

Returns & refunds

Questions or a return request? Email pawandcosy@gmail.com with your order number. Paw & Cosy is your contact for returns, even when a fulfilment partner ships your order.

Changed your mind?

Tell us within 14 days after delivery, then send the kit back within another 14 days. Please contact us for the correct return address before posting it; do not use the supplier address printed on the parcel. You pay the direct return postage for a change-of-mind return.

You may inspect the kit as you would in a shop. Using the clay, painting or otherwise altering the kit can reduce its value, and a lawful deduction may apply. Opening the packaging alone does not remove your cancellation rights. This is a DIY kit, not an item personalised by us before dispatch.

Damaged, faulty or incorrect items

Contact us with the problem and, where possible, photographs. We will arrange an appropriate remedy and cover necessary return costs for faulty or incorrect items. A photograph is helpful, but is not a condition of your statutory rights.

Your refund

For an eligible cancellation, we refund the item price and standard outbound delivery cost to your original payment method. Any premium delivery upgrade is not refundable. We process the refund within 14 days of receiving the returned goods or evidence of return, whichever is earlier. Your payment provider may take additional time to display it.

These terms do not limit your statutory rights. Where local law provides greater protection, that protection applies.