Shipping & Returns

Shipping information

At Maison de Paw, we want to make sure your pet's goodies arrive quickly and efficiently. We offer various shipping options to suit your needs. Keep an eye on this section for future updates regarding delivery times!

Maison de Paw - Refund & Return Policy

At Maison de Paw, we want you and your favorite family member to be completely satisfied with your purchase. As a UK-based company, our return and refund policy fully complies with the UK Consumer Rights Act and Consumer Contracts Regulations.

1. 14-Day Right to Cancel (Change of Mind)

Under the UK Consumer Contracts Regulations, you have the right to cancel your order and return an item for any reason within 14 days of receiving your goods.

 Condition: To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original, undamaged packaging (with tags attached).

 Exclusions: For health and hygiene reasons, we cannot accept returns on opened pet treats/food, or items that have been heavily stained/used by pets, unless the product is faulty.

2. How to Initialize a Return

To start a return, please contact our London-based support team at [Your Customer Service Email] with your order number and reason for return.

 Please do not send items back to our manufacturing facility. All returns must be authorized and sent to our designated UK 3PL Fulfillment Centre.

 Unless the item is faulty or damaged upon arrival, customers are responsible for paying their own return shipping costs. We highly recommend using a trackable shipping service (e.g., Royal Mail Tracked, DPD).

3. Damaged or Faulty Items

We take immense pride in our US export-grade manufacturing quality. However, if an item arrives damaged, defective, or incorrect, please notify us within 30 days of receipt.

 Please email us with photographic proof of the issue.

 Once verified, we will provide a prepaid return label and arrange a full refund or a free replacement immediately.

4. Refunds Process

Once your return is received and inspected by our warehouse team, we will send you an email to notify you of the approval or rejection of your refund.

 If approved, your refund will be processed automatically, and a credit will be applied to your original method of payment (Debit/Credit Card, PayPal, etc.) within 5-10 business days.

5. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.