Refund policy

PawCatz is a brand owned and operated by FAYSAL GLOBAL LTD (Company No. 16437590), the registered legal business responsible for operating the PawCatz website and ecommerce business.

Registered address:
128 City Road, London, EC1V 2NX, United Kingdom

Eligibility

We accept returns for both defective and non-defective products.

To be eligible for a return, products must be unused, in their original condition and packaging. Only new products are eligible for return.

If a product is defective or arrives damaged, please contact us as soon as possible so we can assist you with the return process.

Return Window

You have 30 days from the date of delivery to request a return or exchange.

Return requests submitted after the 30-day period may not be accepted, except where otherwise required by applicable law.

How to Request a Return

To request a return:

1. Contact us at contact@pawcatz.com or call +44 7882 771325.

2. Provide your order number and the reason for your return request.

3. Once your return request is approved, we will provide a prepaid return label at no cost to you.

4. Use the provided return label to send the product back according to the return instructions we provide.

A prepaid return label is provided after the customer contacts us and the return request is approved. A return label is not physically included inside the original package.

Return Shipping

For approved returns, PawCatz provides a prepaid return label at no cost to the customer.

Please follow the return instructions provided with your return label and send the product back using the designated return method. There are no restocking fees for eligible returns.

Exchanges

We accept exchanges for eligible products.

Please contact us within 30 days of delivery to request an exchange. The product must meet the return eligibility requirements described above.

Refunds

Once we receive and inspect your returned product, your refund will be processed within 7 days.

Refunds will be issued to the original payment method used for the purchase.

Currency: GBP

There are no restocking fees for eligible returns.

Please note that the time required for the refunded amount to appear in your account may vary depending on your payment provider or financial institution.

Defective or Damaged Products

If your product arrives defective or damaged, please contact us at contact@pawcatz.com or +44 7882 771325 with your order details.

We will review the issue and provide instructions for the return, replacement, exchange, or refund as applicable.

Statutory Consumer Rights

Nothing in this Refund & Return Policy affects or limits your statutory consumer rights under applicable UK consumer protection law.

Where applicable, your statutory rights apply in addition to the terms described in this policy.

Contact Us

If you have any questions about returns, exchanges, or refunds, please contact us:

Email: contact@pawcatz.com
Phone: +44 7882 771325
Address: FAYSAL GLOBAL LTD, 128 City Road, London, EC1V 2NX, United Kingdom

Last updated: September 2026