Returns & Refund Policy
We want you and your pet to be completely happy with every purchase from Pastelpup. If something is not quite right, our returns process is designed to be simple and fair. This policy explains how to return items, when you are entitled to a refund, and your legal rights as a UK consumer. Our store is operated by Happy Cart Limited, trading as Pastelpup.
Our 30-Day Happy-Tail Guarantee
We offer a 30-day returns window from the day your order is delivered. If you change your mind, you may return eligible items within 30 days for a refund. This is our brand promise and goes beyond your minimum statutory rights.
Condition of returned items
To be eligible for a refund, items must be unused, in their original condition and returned with any original packaging, tags and accessories. For reasons of hygiene and pet safety, we may be unable to accept items that have been used or soiled unless they are faulty.
How to start a return
To begin a return, simply email us at support@pastelpupco.co.uk with your order number and the item(s) you wish to return. We will provide you with instructions on how and where to send your return. Please do not send items back before contacting us.
Return postage
Where you are returning an item because you have changed your mind, you are responsible for the cost of return postage. We recommend using a tracked service, as we cannot be held responsible for items lost in transit back to us. Where an item is faulty, incorrect or not as described, we will cover the cost of return postage.
Refund method and timing
Once we have received and inspected your return, we will notify you of the outcome. Approved refunds will be issued to your original payment method. Please allow up to 14 days for the refund to be processed, after which the time for the funds to appear will depend on your bank or card provider.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your item is faulty, damaged on arrival or not what you ordered, please contact us as soon as possible with your order number and, where relevant, photographs of the issue. You are entitled to a repair, replacement or refund, and we will cover any return postage costs.
Non-returnable items
For hygiene and safety reasons, certain items may not be eligible for return once opened or used, unless they are faulty. We will make clear where this applies. This does not affect your rights in respect of faulty goods.
Exchanges
If you would like a different size, colour or product, the quickest way is to return your original item for a refund and place a new order. If you need help arranging an exchange, please email us and we will be glad to assist.
Contact us
For any questions about returns or refunds, please email us at support@pastelpupco.co.uk.