This Refund & Returns Policy explains how returns, exchanges and refunds are handled for orders placed on pawcheek.com, operated by MASAMSS LIMITED (“we”, “us”, “our”). This policy applies to customers in the United Kingdom only.
1. Your Right to Cancel and Return
If you change your mind about your purchase, you can request a return within 14 days from the date you receive your order. This applies to most items bought online, provided they meet the conditions set out in this policy.
To be eligible for a change‑of‑mind return, items must be:
- New and unused.
- In their original packaging.
- With all original tags, labels and accessories attached.
2. Items We Cannot Accept Back
For hygiene and safety reasons, we cannot accept returns for items that:
- Have been clearly used, worn or heavily soiled.
- Are not in a condition suitable for resale.
We reserve the right to inspect returned items and to refuse a refund if the item is not returned in a new, unused condition with original packaging and tags.
3. Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or if you receive the wrong item, please contact us as soon as possible. We may ask for photos to help us assess the issue.
Where an item is confirmed to be faulty, damaged on arrival or incorrect, we will:
- Offer a replacement (where available), or
- Offer a refund to your original method of payment.
In these cases, we will cover reasonable return shipping costs, provided the return has been pre‑authorised by us.
4. Return Shipping Costs
For change‑of‑mind returns:
- The customer is responsible for the cost of returning the item to us.
- We recommend using a tracked postal or courier service and keeping proof of postage.
For faulty, damaged or incorrect items (once confirmed by us):
- We will cover reasonable return shipping costs, or
- We may provide a pre‑paid returns label where possible.
5. How to Request a Return
To request a return, please contact us within the relevant time frame using one of the methods below:
- Email: [email protected]
- Phone: 07985297868
When you contact us, please provide:
- Your full name.
- Your order number.
- The item(s) you wish to return.
- The reason for the return (for example, changed mind, faulty, damaged, incorrect item).
We will reply with instructions on how and where to send your return. Please do not send items back without contacting us first, as this may delay the processing of your refund.
6. Where to Send Returns
Unless we tell you otherwise when you contact us, returns should be sent to:
MASAMSS LIMITED
167 Strathmore Crescent
Newcastle Upon Tyne
England
NE4 8UA
7. Processing Your Refund
Once we receive your returned item, we will inspect it to check that it meets the conditions of this policy. If your return is approved, we will process your refund within 14 days of receiving the return.
Refunds are issued to the original method of payment used at checkout. If you paid using a payment service such as Amazon Pay, the refund will be processed back through that service in accordance with their terms.
8. Exchanges
We do not currently offer a direct exchange service. If you would like a different item, size or colour, you can return your original item (subject to this policy) for a refund and place a new order.
9. Orders Within the United Kingdom
We currently ship orders within the United Kingdom only. All returns under this policy must be sent from a UK address and received at our UK return address above.
10. Your Statutory Rights
Nothing in this Refund & Returns Policy affects your legal rights under UK consumer law. You may have additional rights if goods are not as described, not fit for purpose or not of satisfactory quality.
11. Contact Us
If you have any questions about this Refund & Returns Policy or need help with a return, please contact us at:
- Email: [email protected]
- Phone: 07985297868
- Address: MASAMSS LIMITED, 167 Strathmore Crescent, Newcastle Upon Tyne, England, NE4 8UA