Refund policy
REFUND AND RETURNS POLICY
Last updated: 25 August 2026
This policy applies to purchases from honeyandpaw.com and should be read alongside our Terms of Service (https://honeyandpaw.com/pages/terms-of-service). Nothing in this policy affects your legal rights.
OUR 30 DAY RETURNS PROMISE
You have 30 days from the day you receive your item to request a return, for any reason.
This is a voluntary promise we offer in addition to your legal rights. It is not a replacement for them. If an item is faulty, not as described or not fit for purpose, see the Faulty, damaged or wrong items section below, which is not limited by the 30 day window or by any condition about packaging.
YOUR LEGAL RIGHTS
If you are in the United Kingdom
You have a legal right to cancel your order within 14 days without giving a reason. The period ends 14 days after the day you, or someone you nominated other than the carrier, takes physical possession of the goods. If your order arrives in more than one shipment, it ends 14 days after you receive the last item.
To cancel, email contact@honeyandpaw.com with your order number before the 14 days are up. You can also use the model cancellation form at the end of our Terms of Service. You then have 14 days from telling us to send the goods back.
Where you cancel a whole order under this right, we refund the price of the goods plus the standard outbound delivery charge you paid. If you chose an upgraded or express delivery option, we refund the standard rate rather than the upgraded one.
Under the Consumer Rights Act 2015, goods must also be of satisfactory quality, fit for purpose and as described. If they are not, you have a short term right to reject them for a full refund within 30 days of delivery, and after that you may be entitled to a repair, replacement, price reduction or refund.
If you are in Australia
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Our 30 day returns promise is in addition to those guarantees and does not limit them.
If you are in the United States
Your rights vary by state, and some states give you rights beyond those set out here. Our 30 day returns promise applies to you regardless.
CONDITION OF RETURNED ITEMS
For a change of mind return under our 30 day promise, items should be unused, in the condition you received them, with any tags attached and in their original packaging.
For a cancellation under the UK 14 day right, you may handle the goods as you would in a shop in order to check their nature, characteristics and functioning. Opening the packaging to inspect an item does not affect your right to cancel. We may reduce your refund to reflect any loss in value caused by handling beyond that, for example where an item has been used, damaged, or is no longer saleable.
For a faulty, damaged or incorrect item, no condition or packaging requirement applies.
HOW TO START A RETURN
Email contact@honeyandpaw.com with your order number and, for faulty or damaged items, a photograph of the problem. We will confirm the return and send instructions.
Please contact us before sending anything back so we can log the return and match it to your order. If you have exercised your UK right to cancel and have already posted the goods, contact us and we will still process it.
Return address:
Honey & Paw Returns
HONEY & PAW LTD
88 Masthead House
9 Royal Crest Avenue
London
E16 2PG
United Kingdom
WHO PAYS FOR RETURN POSTAGE
For change of mind returns and cancellations, you bear the direct cost of return postage. You can either arrange and pay for your own tracked return, or ask us for a prepaid return label and we will deduct its cost from your refund.
Our prepaid label costs:
Standard parcels: £5.99 GBP, $7.99 USD, $11.99 AUD
Bulky items such as cat trees, large beds and furniture: £15.99 GBP, $21.99 USD, $32.99 AUD
If you arrange your own return, please use a tracked service and keep your proof of postage. You are responsible for the goods until they reach us.
You pay nothing for return postage where an item is faulty, not of satisfactory or acceptable quality, not as described, not fit for purpose, or where we sent you the wrong item. In those cases we cover the full cost.
ITEMS WE CANNOT ACCEPT
We cannot accept returns of:
Sealed items that are not suitable for return for health or hygiene reasons, where the seal has been broken after delivery. This applies to grooming and wellness products such as ear cleaning solution, waterless shampoo, dental wipes and pheromone refills.
Items made to your specification or clearly personalised.
Sale and discounted items can be returned on exactly the same terms as full price items. Your right to cancel, and your rights in respect of faulty goods, apply to them in full.
These exclusions never apply where an item is faulty, damaged, not as described or not what you ordered.
FAULTY, DAMAGED OR WRONG ITEMS
Please check your order when it arrives and contact us as soon as you reasonably can if anything is defective, damaged in transit, or not what you ordered. Email contact@honeyandpaw.com with your order number and a photograph.
Goods remain our responsibility until they reach you, so anything lost or damaged in transit on the way to you is for us to resolve, not you.
We will offer a repair, replacement or refund as appropriate, and we cover all postage costs in both directions.
EXCHANGES
The quickest way to get a different item, size or colour is to return the original and place a new order, so you are not waiting on the return to clear.
Where an item is faulty or we sent you the wrong one, tell us and we will arrange a direct replacement at no cost to you.
REFUNDS
We will let you know once we have received and inspected your return.
Where you have cancelled under the UK 14 day right, we refund without undue delay and no later than 14 days after we receive the goods back, or 14 days after you give us evidence you have sent them, whichever is earlier.
For all other returns, we aim to refund within 5 business days of receiving the goods and will always do so within 14 days.
Refunds go back to your original payment method. Your bank or card issuer may take a few further days to post it to your account. If more than 15 business days have passed since we confirmed your refund and you have not received it, email contact@honeyandpaw.com.
Amounts we may deduct
The cost of a prepaid return label, if you asked us for one.
Any reduction in value caused by handling beyond what is needed to check the item.
Where a partial return drops your order below the free delivery threshold, the standard delivery charge that would otherwise have applied. We do not do this where you cancel a whole order, or where the goods were faulty, not as described or incorrect.
Where a partial return means a bundle no longer meets the qualifying conditions, the value of the bundle discount you received on the returned items, so that you keep only the discount you are entitled to on what you kept.
GIFT CARDS
Gift cards do not expire and are not refundable, except that you may cancel an unredeemed gift card within 14 days of purchase for a full refund.
Where you paid for goods using a gift card and we owe you a refund, we return the gift card portion to the original gift card or issue a new one of equivalent value.
KLARNA AND OTHER INSTALMENT PAYMENTS
If you paid using Klarna or another instalment provider, we refund the provider and they apply it to your plan under their own terms. Contact the provider directly about payment dates or fees on your plan.
CANCELLING BEFORE DISPATCH
If you want to cancel before your order ships, email contact@honeyandpaw.com as soon as possible with your order number. We will stop the order if we can. If it has already gone out, treat it as a return under this policy.
CONTACT
contact@honeyandpaw.com
HONEY & PAW LTD, registered in England and Wales, company number 17331353
Registered office: 88 Masthead House, 9 Royal Crest Avenue, London, E16 2PG
Telephone (UK): +44 7441 477945