Cancellation Policy

This Cancellation Policy explains your right to cancel an order under UK consumer law and how to do so. It applies in addition to our returns policy and does not affect your other statutory rights. Our store is operated by Happy Cart Limited, trading as Pastelpup.

Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer based in the UK you have the right to cancel your order within 14 days without giving any reason. This cancellation period ends 14 days from the day you (or someone you nominate) receive the goods. Where your order is delivered in several instalments, the period runs from the day you receive the last item.

How to cancel

To exercise your right to cancel, please email us at support@pastelpupco.co.uk with a clear statement of your decision to cancel, including your name and order number, before the 14-day period expires. We will confirm receipt of your cancellation request.

Returning your items

If your order has already been dispatched or delivered, you must return the goods to us without undue delay and no later than 14 days from the day you notify us of your cancellation. You are responsible for the cost of returning the goods unless they are faulty or incorrect. We recommend using a tracked service and retaining proof of postage.

Refunds after cancellation

Once you have cancelled, we will refund all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days after we receive the goods back, or after you provide evidence that you have returned them, whichever is sooner. Refunds will be made to your original payment method.

Deductions

Please note that if you choose a more expensive delivery option than our standard service, we will only refund the cost of standard delivery. We may also reduce your refund to reflect any diminished value of the goods where this results from handling beyond what is necessary to establish their nature, characteristics and function.

Exceptions

The right to cancel may not apply to certain products, such as sealed goods that are not suitable for return for health or hygiene reasons once unsealed, or items that have been personalised or made to your specification. Where an exception applies, we will make this clear. This does not affect your rights in relation to faulty goods.

Contact us

If you have any questions about cancelling your order, please email us at support@pastelpupco.co.uk.