Refund Policy
Refund & Returns Policy
Last updated: June 2026
At EcoPaws UK, we want you and your pet to be completely happy with every purchase. If something isn't right, we'll make it right.
Your Right to Cancel (UK Consumer Rights Act 2015)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item, for any reason, without needing to provide an explanation.
To exercise your right to cancel, please contact us at info@ecopaws-uk.com within 14 days of receiving your order.
How to Return an Item
- Email us at info@ecopaws-uk.com with your order number and reason for return.
- We will respond within 1–2 business days with return instructions.
- Items must be returned in their original condition and packaging.
- Return shipping costs are the responsibility of the customer unless the item is faulty or not as described.
Refund Timeline
Once we receive and inspect your return, we will process your refund within 5–7 business days. Refunds will be issued to your original payment method. Please allow up to 10 business days for the refund to appear in your account depending on your bank.
Damaged or Incorrect Items
If your item arrives damaged, defective, or not as described, please contact us within 48 hours of delivery with photos of the issue. We will arrange a full refund or replacement at no additional cost to you.
Non-Returnable Items
For hygiene reasons, the following items cannot be returned once opened:
- Dog treats and food items
- Grooming products that have been used
- Items marked as non-returnable at the time of purchase
Late or Missing Refunds
If you haven't received a refund within 10 business days, please first check your bank account and contact your card provider, as processing times may vary. If you still have not received your refund, please contact us at info@ecopaws-uk.com.
Contact Us
Email: info@ecopaws-uk.com
Response time: Within 24 hours (Monday–Friday)