Refund policy

We want you and your pet to love your PawMusts order. If something is not right, we are here to help.

30-day returns

You can ask for a return within 30 days of delivery. This applies to orders delivered to the United Kingdom, the United States and Canada.

UK customers: under the Consumer Contracts Regulations 2013 you also have the legal right to cancel your order within 14 days of delivery without giving a reason. Our 30-day window is in addition to this right and does not affect your statutory rights.

Faulty, damaged or wrong items

If your item arrives faulty, damaged, incomplete or is not what you ordered, email us within 30 days of delivery with your order number and clear photos or a short video. We will send a replacement or give a full refund, including the original shipping cost. If we need the item back, we will pay the return postage.

Change of mind

If you simply changed your mind, you can return the item within 30 days of delivery as long as it is:

  • unused, unwashed and not worn or used by your pet;
  • in its original packaging with all tags and parts;
  • not a personalised or "Final sale" item.

Return postage for change-of-mind returns is paid by the customer. For hygiene reasons, items that have been used by a pet (for example harnesses, clothes, beds, bowls or toys) can only be returned if they are faulty.

How to start a return

  1. Email contact@pawmusts.com with your order number, the item(s) and the reason for the return.
  2. We will reply within 2 working days with the return address in the United Kingdom and instructions.
  3. Send the item back with a tracked service and keep your proof of postage.

Please do not send items back without contacting us first, as we cannot match parcels sent without a return reference.

Refunds

Once your return arrives and is checked, we will email you. Approved refunds are made to your original payment method within 5 working days. Your bank may take a further 3–10 working days to show the money.

For change-of-mind returns we refund the price of the item(s). The original shipping cost is refunded only if the whole order is returned within the 14-day UK cancellation period or the item was faulty, damaged or wrong.

Cancellations

You can cancel your order free of charge until it is dispatched. Email us as soon as possible. After dispatch, please wait for the parcel and follow the return steps above.

Exchanges

Need a different size or colour? Email us. If the item is unused, we will help you return it and you can place a new order for the right size or colour. Please check the size guide on each product page before ordering.

Contact us

Email: contact@pawmusts.com
Phone: +44 7378 272268
Support hours: Monday to Friday, 9:00–17:00 (UK time)