Returns & Refunds

If your purchase is not right for you, you may request a return within 14 days of delivery, subject to the conditions below. Oldpawz accepts eligible returns for a refund; we do not offer exchanges under this policy.

Return Eligibility

• Contact us within 14 days of receiving your order.
• For non-faulty returns, products must be unworn, unwashed and in their original condition, with tags attached and original packaging intact.
• Promotional and sale items are not eligible for non-faulty returns under this policy, except where applicable law provides otherwise.

These conditions do not remove your rights in relation to faulty, damaged or incorrectly supplied goods. If opening the packaging or using an item was necessary to discover a defect, please explain this when you contact us.

How to Request a Return

1. Email support@oldpawz.com with your order number, the item you wish to return and the reason for your request.
2. For a quality issue, incorrect item or missing item, include relevant photos where available to help us review the issue.
3. Contact us for the correct return address and shipping instructions before sending your parcel. Return instructions will be provided by our support team. You do not need prior approval to exercise a statutory cancellation right.

Keep your return shipping receipt and tracking information until your return has been resolved.

Return Shipping Costs

• Non-quality-related returns: You are responsible for the cost of shipping the item back to us. We do not charge a return handling, processing or restocking fee.
• Quality issues, incorrect items or missing items: Oldpawz will cover the necessary shipping costs associated with resolving the confirmed issue. Please contact us first for instructions.

Original order shipping charges are non-refundable, except where a refund is required by applicable law. Where the law requires reimbursement of standard delivery charges or other shipping costs, those charges will be refunded accordingly.

Refunds

After we receive and inspect your returned item, approved refunds will be initiated to your original payment method within 7 business days, or sooner where required by law. Your bank or payment provider may require additional time to post the credit.

If no physical return is required, our support team will confirm the applicable refund arrangements. Any mandatory legal refund deadlines continue to apply. Inspection will not be used to delay a refund beyond an applicable statutory deadline.

Exchanges

We do not offer size, color or style exchanges under this policy. You may request an eligible return for a refund instead. This does not restrict any remedy you are entitled to under applicable consumer law.

Your Consumer Rights

This policy does not limit mandatory consumer rights. Where applicable law grants cancellation rights, a longer claim period, remedies for faulty goods, or a right to recover delivery charges, those rights take precedence over the conditions above, including our promotional-item and packaging restrictions.

For orders covered by UK distance-selling cancellation rights, you may tell us you wish to cancel within 14 days after delivery and then have a further 14 days to return the goods. For a qualifying cancellation of the entire order, we refund the cost of our least expensive standard delivery option, but not the additional cost of an upgraded service.

These statutory rights also apply to sale items. Original packaging and attached tags are not blanket conditions for exercising statutory cancellation rights. A deduction for diminished value may apply only where legally permitted because handling exceeded what was needed to establish the goods' nature, characteristics and functioning. This is not a return handling fee.

For statutory cancellations, refunds are made within the applicable legal deadline, generally within 14 days of receiving the goods back or evidence of return, whichever is earlier. Faulty or misdescribed goods may carry additional remedies and longer claim periods.

Contact Us

For return requests or questions about this policy, contact Oldpawz at support@oldpawz.com.

Oldpawz is operated by ELYCHARM LTD.
20–22 Wenlock Road, London, N1 7GU, United Kingdom.
This is our business contact address; please contact us for the correct parcel return address.