Refund and Returns Policy

At HugsyPaw, we believe buying gear for your dog should be completely stress-free. Whether you need a different size for your pup or the gear simply didn’t meet your expectations, we’re here to make things right quickly and easily.

1. The HugsyPaw 30-Day Risk-Free Walk Trial

We know that testing a harness or walking accessory requires seeing how it performs on actual walks. That’s why we offer a full 30-day trial period starting from the day your parcel is delivered by Royal Mail.

  • Put it to the test: Take 1 full month to see how our gear feels, fits, and performs on your daily routine.

  • Not completely happy? If you and your dog don’t experience calmer, easier, and more comfortable walks, email us at support@hugsypaw.com with your order number. We will arrange a return and refund your original purchase price.

2. Free UK Doorstep Size Exchanges (Harnesses)

Measuring a wiggly dog can be tricky, and getting the exact right fit is essential for airway safety and comfort.

  • 100% Free Size Swaps: If your harness arrives and is too tight or too loose, we will exchange it for the correct size free of charge.

  • Zero Restocking Fees: We cover the shipping for your replacement harness anywhere in the UK.

  • How to Swap: Email support@hugsypaw.com with your order number and your dog's chest measurement in centimetres. Our fit specialists will confirm the ideal size and dispatch your replacement immediately.

  • Helpful tip: Please try the harness on your dog indoors before going on muddy trails if you think you might need an immediate swap.

3. How to Return an Item for a Refund

If you would like to return an item within your 30-day window:

  1. Contact Us First: Send an email to support@hugsypaw.com with your order number and the reason for the return. Please do not send items back without contacting us first, as return packages require an authorized return slip.

  2. Pack Your Return: Place the item securely in its packaging (or any sturdy box/mailer).

  3. Dispatch Your Parcel: Mail the package to the return address provided by our support team using a tracked service (e.g., Royal Mail Tracked).

  4. Processing Your Refund: Once your return arrives at our facility and is inspected, your refund will be processed back to your original payment method within 5 to 7 business days.

Note: For standard voluntary returns under our 30-day guarantee (change of mind), return shipping postage is covered by the customer. Size exchanges and damaged/defective items are handled at zero cost to you.

4. Damaged, Faulty, or Incorrect Items

We take quality control seriously. If your package arrives damaged in transit, shows a manufacturing defect, or contains an incorrect item:

  • Contact us within 7 days of delivery at support@hugsypaw.com.

  • Attach a clear photo or short video showing the fault or damaged packaging, along with your order number.

  • Once verified, we will dispatch an immediate replacement via Royal Mail Tracked 48® or issue a 100% refund, including any original shipping costs. You will not have to pay a penny for our error.

5. What Isn't Covered (Exceptions)

While our walking gear is durable and built for outdoor use, standard wear-and-tear exceptions apply:

  • Chew Damage: Harnesses, handles, silicone brushes, and bottle seals chewed or torn by unsupervised dogs are not covered under manufacturing warranties.

  • Deliberate Misuse: Damage caused by using walking gear as a permanent tie-out cable or vehicle tow strap.

  • Gift Cards: Digital gift cards cannot be redeemed for cash or refunded.

6. Order Cancellations & Address Corrections

  • Our fulfillment center processes orders quickly to maintain our fast UK dispatch times.

  • If you need to change your delivery address or cancel an order, please contact support@hugsypaw.com within 2 hours of placing your order.

  • If your order has already been handed over to Royal Mail, we cannot cancel it in transit. You can simply follow our standard return process once the parcel arrives.

Need Help with an Order?

Our UK customer care team is here to assist:

  • Email: support@hugsypaw.com

  • Response Time: Within 24 hours (Monday – Friday)

  • Store: hugsypaw.com