Refund policy
Grand Pawtel is currently taking pre-orders. Our last run sold out, and your order reserves a unit from the incoming restock. This policy explains exactly what you can cancel, what you can return, what you get back, and how long you have.
Pre-Order Cancellations
Because your order has not shipped yet, you can cancel a pre-order at any time before it is dispatched and get a full refund, no reason needed, no restocking fee. Email shopgrandpawtel@outlook.com with your order number and we will cancel it and refund you to your original payment method.
Once your order has been dispatched it is treated as a normal order, and the 30-day return window below applies instead.
30-Day Return Window
You have 30 days from the date your order is delivered to request a return for a refund. The delivery date is taken from the carrier's tracking confirmation. Requests made after the 30-day window has closed cannot be accepted.
To be eligible for a refund, your item must be:
- In the same condition in which you received it, with no more than reasonable inspection use;
- Free from heavy soiling, pet damage, tears, staining or odour;
- Returned complete, including the removable mattress pad, the bedding set and anything else that came in the box;
- In its original packaging where possible.
How to Request a Refund
Email shopgrandpawtel@outlook.com with your order number and the reason for the return. We reply to every email within 24 hours, seven days a week. We will confirm your return in writing and send you the correct return address.
Please do not send anything back before you have received a return address from us. Items returned to an unconfirmed address, or without a return authorisation, may not be traceable to your order and may not be refundable.
Return Shipping
Where the return is a change of mind, return postage is paid by you. We recommend a tracked service, as we cannot issue a refund for a parcel that never reaches us and we are not able to guarantee receipt of untracked returns.
Where the item arrived faulty, damaged, or is not the item you ordered, we cover the return cost, and in most cases we will not ask you to send it back at all, see below.
Faulty, Damaged or Incorrect Items
If your Grand Pawtel bed arrives damaged, arrives with a fault in the stitching, the headboard frame or the bedding, or is not the colour or item you ordered, email us at shopgrandpawtel@outlook.com within 30 days of delivery with your order number and either clear photos or a short video showing the problem.
For most faults we will simply send a free replacement and you will not need to return the original. Where you prefer a refund instead of a replacement, we will refund you in full including any shipping you paid.
If Your Dog Simply Won't Use It
Dogs are dogs. If yours won't settle in it, tell us inside the 30 days and we will refund you, you do not need to prove anything to us.
Refund Processing
Once your return is approved, or once your parcel is received and inspected where a return was required, we issue the refund to your original payment method within 2 business days. Your bank or card issuer may take a further 3 to 10 business days to show the money in your account, which is outside our control.
Refunds cover the price of the item. Where the original order qualified for free shipping, no shipping is deducted.
Exchanges
If you want a different colour, the fastest route is to request a refund under this policy and place a new order for the colour you want. Tell us in your email and we will prioritise the refund so you are not out of pocket while you wait.
Order Changes
If you need to change the colour or the shipping address on a pre-order, email us as soon as possible. While your order has not shipped we can change almost anything on it.
Items Not Eligible for Return
- Items returned outside the 30-day window;
- Items damaged by chewing, digging, soiling or normal pet wear after delivery;
- Items returned without a return authorisation from us.
Your Statutory Rights
Nothing in this policy limits your rights under the consumer law that applies where you live. Where local law gives you a longer cancellation or return period than this policy, that longer period applies.
Contact
Grand Pawtel, shopgrandpawtel@outlook.com. We answer every email within 24 hours, seven days a week.