Return and Refund Policy

🐾 Refund and Return Policy

Need to Return Something? No Worries.

At Pawfolia, we want both you and your cat to love every item you order from us. Since we specialize in cat products our return and exchange policy is designed to be simple, fair, and completely hassle-free.

1. Your Right to Cancel

Under UK Consumer Contracts Regulations, you have the legal right to cancel your order within 14 days of receiving it. We’ve extended this to a 30-day return window to give you even more flexibility and peace of mind.

2. Eligibility for Returns

  • Items must be unused, in original condition, and returned in their original packaging.
  • Returns must be initiated within 30 days of receiving your order.
  • For hygiene reasons, certain items (like pet grooming tools, litter boxes, or used textiles) may not be eligible for return once opened.
  • Final sale or clearance items (if any) will be clearly marked and cannot be returned.

3. Return Costs

  • Faulty, damaged, or incorrect items: Pawfolia covers the full cost of return shipping.
  • Change of mind (e.g., wrong size, color, or your cat just didn’t love it): The return shipping cost is the customer’s responsibility.

Tip: Always keep proof of postage until your refund is processed.

4. How to Start a Return

  1. Email us at support@pawfolia.com with your order number and reason for return.
  2. We’ll send you detailed return instructions and, if applicable, a prepaid return label.
  3. Pack the item securely in its original packaging.
  4. Drop it off at your nearest carrier or postal point.

5. Refunds

Once we receive and inspect your return, your refund will be processed within 7 days to your original payment method.

Please note that original shipping fees (if any) are non-refundable.

6. Exchanges

Need a different color, size, or type of product? No problem!

  • Simply return the original item within 30 days.
  • Once received, we’ll send out your replacement.
  • Return shipping is your responsibility if the exchange is due to change of mind.
  • Returns are free if the item was faulty, damaged, or incorrect.

7. Warranty Policy

At Pawfolia, we stand behind the quality of our products. Our 9-month warranty covers defects caused by faulty materials or workmanship.

This guarantee does not cover damage from misuse, chewing, scratching, or normal wear and tear caused by your cat.

If your item qualifies for warranty service, Pawfolia will repair or replace it at no additional cost. Refunds are not issued under the warranty - only replacements or repairs.

❤️ Our Promise

We built Pawfolia out of love for cats - and we want every customer to feel confident shopping with us.

If you ever have a question or concern, don’t hesitate to reach out to our team at support@pawfolia.com - we’re here to help you (and your furry friend)!

Questions ?

Visit our FAQ page or contact our customer services.

Contact Information:

Website Name: Pawfolia

Address: 24-26 Arcadia Avenue, Fin0000, London, N3 2JU, United Kingdom

E-mail: support@pawfolia.com

Phone: +447418303228

Contact Form: https://pawfolia.com/pages/contact

Our customer service working hours:

  • Monday to Sunday: 9:00 AM to 5:00 PM (GMT) Greenwich Mean Time (London)

Response time: We always try to respond within 24 hours.