Refund policy
Return & Refund Policy
At Everthy Paws, we want our customers to shop with confidence. This Return & Refund Policy explains our voluntary return guarantee, the conditions applicable to returns and refunds, and the statutory consumer rights that may apply depending on your country or region.
This policy applies to purchases made through everthypaws.com.
Nothing in this policy excludes, limits or replaces any mandatory consumer rights that cannot legally be waived or restricted.
1. 30-Day Return Policy
Everthy Paws offers a 30-day voluntary return period.
You may request an eligible return within 30 calendar days from the date the product is delivered to you or to a person designated by you other than the carrier.
Return requests submitted after the 30-day return period may be refused unless mandatory consumer law provides otherwise.
Our 30-day return policy is a voluntary commercial guarantee and applies in addition to any mandatory consumer rights available in your country or region.
2. Eligibility for Voluntary Returns
To qualify for a return under our voluntary 30-day return guarantee, the product must be returned unused, complete, in its original condition and in its original packaging.
Unless mandatory consumer law provides otherwise, returned products must:
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be unused and free from signs of actual use
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be clean, dry and hygienic
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be free from pet hair, fur, dirt, stains, residue or contamination
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be free from scratches, dents, excessive wear or physical damage
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be free from unusual or persistent odours
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not have been washed, modified, altered, repaired or tampered with
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include all components originally supplied
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include all accessories, attachments, chargers, cables, manuals and inserts
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include any promotional items or gifts supplied as part of the purchase, where applicable
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include the original retail packaging, internal packaging and protective materials
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include your order number or another acceptable proof of purchase
Any serial numbers, product labels, identification labels or security markings must remain intact and must not have been removed, altered or made illegible.
Everthy Paws reserves the right, where permitted by applicable law, to refuse a voluntary return or make a reasonable deduction from the refund where the returned product:
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has been used
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shows signs of use
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has been damaged after delivery
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is incomplete
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is missing its original packaging
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is missing original components or accessories
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is returned in a materially different condition from when it was delivered
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has been used in a way that reduces its value
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has been improperly stored or handled
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shows evidence of misuse, neglect or accidental damage
These requirements apply to our voluntary 30-day return guarantee and do not remove or limit statutory rights relating to products that were defective, damaged, unsafe, incorrect or not as described when supplied.
3. Product Inspection
Customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and basic operation where applicable consumer law provides such a right.
Opening the packaging alone will not automatically invalidate a mandatory statutory cancellation or withdrawal right where applicable.
However, use beyond what is reasonably necessary for inspection may result in a reduction of the refund corresponding to the actual loss in value where permitted by law.
Examples of handling that may reduce the value of a returned product include:
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prolonged or repeated use
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using a grooming or wellness product on a pet beyond what is reasonably necessary to inspect it
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visible accumulation of pet hair or fur
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visible cosmetic wear
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staining or contamination
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missing protective films or accessories
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damage caused by misuse or improper handling
Everthy Paws may inspect all returned products before approving a refund.
4. How to Request a Return
To start a return, contact:
We recommend using the subject line:
Return Request – Order [your order number]
Please provide:
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your full name
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your order number
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the email address used to place the order
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the product you wish to return
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the reason for the return, where applicable
For a defective, damaged, incomplete or incorrect product, we may also request reasonable evidence such as:
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photographs of the product
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photographs of the packaging
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photographs of the shipping label
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a short video demonstrating the reported issue
These requests are intended to allow us to assess the issue and do not remove any mandatory consumer rights.
Do not send a product back before receiving return instructions from Everthy Paws.
Once your return request has been reviewed, we will provide the applicable instructions and tell you where the product must be sent.
Products should not be returned to the sender address printed on the original parcel unless Everthy Paws specifically confirms that address in writing.
After receiving return approval, the customer should normally dispatch the return within 14 calendar days, unless we provide another period or mandatory law requires otherwise.
We strongly recommend using a tracked shipping service and retaining proof of postage.
5. Return Shipping Costs
Change-of-Mind Returns
For returns made because the customer has changed their mind, no longer wants the product or wishes to return an eligible product under our voluntary 30-day return policy, the customer is responsible for all return shipping costs.
Everthy Paws does not provide prepaid return labels for change-of-mind returns unless expressly stated otherwise.
The cost of returning the product must be paid directly by the customer.
We strongly recommend using a tracked shipping service, as the customer remains responsible for the returned parcel until it reaches the designated return location.
Original shipping costs are not refundable under our voluntary 30-day return guarantee unless otherwise stated or required by applicable law.
This does not affect statutory rights relating to cancellation of distance contracts where applicable law requires reimbursement of standard delivery charges.
Faulty, Damaged, Incomplete or Incorrect Products
If a product is confirmed to be faulty, damaged in transit, incomplete or different from what was ordered, Everthy Paws will provide the appropriate remedy.
Where required by applicable law, Everthy Paws will cover reasonable and necessary return shipping costs associated with an eligible faulty, damaged, incomplete or incorrect product.
Customers should contact support@everthypaws.com before paying for any return shipping relating to a defective, damaged, incomplete or incorrect order.
6. Damaged, Faulty or Incorrect Orders
Please inspect your order shortly after delivery.
If your product arrives damaged, faulty, incomplete or incorrect, contact:
as soon as reasonably possible.
We recommend reporting visible shipping damage within 48 hours of delivery, as this may help us investigate the issue with the carrier.
The 48-hour notification period is an administrative recommendation only and does not eliminate mandatory rights if the customer reports the problem later.
Depending on the circumstances and applicable law, remedies may include:
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repair
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replacement
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partial refund
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price reduction
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full refund
We may reasonably request photographs, videos or other evidence of the reported issue before approving the appropriate remedy.
7. Non-Returnable Products
The following products may be excluded from our voluntary return policy where permitted by law:
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products made to the customer's specifications
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personalised products
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gift cards
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products that have been used
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products materially damaged by the customer
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products altered or modified after delivery
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products contaminated in a way that prevents safe handling or resale
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products missing essential components
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products returned without their original packaging where this materially affects their condition or resale value
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certain sealed products that are genuinely unsuitable for return for health protection or hygiene reasons once the applicable seal has been removed, where this legal exception applies
Any product-specific restriction may also be identified on the applicable product page.
A product being discounted, included in a promotion or purchased with a discount code does not by itself remove statutory consumer rights.
8. Pet Hair, Hygiene and Contamination
Because Everthy Paws sells products intended for pets, returned products must be safe and hygienic to receive and inspect.
For voluntary returns, products that have been used on a pet will generally not qualify for the Everthy Paws 30-day voluntary return guarantee.
We may refuse a voluntary return or reduce the refund where permitted by law if an item contains:
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pet hair or fur
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bodily fluids
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dirt
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food residue
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topical treatments, creams or oils
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strong odours
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biological contamination
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other hygiene conditions that make normal handling or resale unreasonable
This section does not remove statutory remedies available where the product itself was defective, incorrect or not as described.
9. Original Packaging
Products returned under our voluntary 30-day return guarantee must be returned with their original product packaging.
This includes, where supplied:
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retail box
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internal packaging
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inserts
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protective materials
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instruction manuals
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accessories
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cables
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attachments
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promotional items
The packaging should be complete and in reasonable condition.
Where a return is made solely under our voluntary guarantee, missing or materially damaged packaging may result in the return being refused or the refund being reduced where permitted by applicable law.
This requirement does not override mandatory statutory consumer rights.
10. Bundles, Multi-Buy Offers and Promotional Gifts
Products purchased as part of a bundle, multi-buy promotion or promotional package may be subject to recalculation if only part of the offer is returned.
Where clearly disclosed at the time of purchase and permitted by law, the refund may be recalculated based on the price that would have applied to the products the customer keeps.
For example, if a discount was conditional on purchasing multiple products and one product is returned, the remaining products may be repriced according to the applicable offer structure.
Promotional gifts supplied as a condition of a purchase must also be returned where reasonably applicable.
If a promotional gift is not returned, Everthy Paws may deduct its disclosed value from the refund where permitted by law.
11. Refund Assessment
Receiving a returned parcel does not automatically guarantee a refund.
All returned items may be inspected to confirm that they comply with the applicable return conditions.
Following inspection, we will notify you whether:
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the return has been accepted
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the refund has been approved
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a deduction applies
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further information is required
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the return does not qualify under our voluntary 30-day return guarantee
Where permitted by law, any deduction will be based on the actual reduction in value or reasonable loss caused by the condition of the returned product.
12. Refund Processing
Approved refunds will normally be issued to the original payment method used for the purchase.
For returns made exclusively under our voluntary return guarantee, refunds are normally processed within 10 business days after the return has been received and inspected.
Banks, card issuers and payment processors may require additional time before the refund becomes visible in your account.
If more than 15 business days have passed since we confirmed that your refund was issued, contact:
Where mandatory law requires a different or shorter refund period, the mandatory legal period will apply.
13. European Union / EEA Customers
Consumers in the European Union or European Economic Area may have a statutory right to withdraw from eligible online purchases within 14 calendar days without providing a reason.
For goods, this period generally begins when the customer, or a person designated by them other than the carrier, physically receives the goods.
To exercise this right, contact:
before the applicable withdrawal period expires.
The customer must then return the goods within the period required by applicable law.
For an eligible withdrawal from the entire order, Everthy Paws will reimburse the payments required by applicable consumer legislation, including the cost of the least expensive standard delivery method offered, where required.
Additional delivery costs resulting from selecting a more expensive delivery method do not have to be refunded where applicable law permits.
The customer will generally bear the direct cost of returning the goods following a change of mind, provided they were informed of this responsibility before purchase, unless Everthy Paws agrees otherwise or applicable law requires Everthy Paws to cover the cost.
Customers may inspect goods to determine their nature, characteristics and functioning.
Where goods have been handled beyond what is reasonably necessary for that purpose, Everthy Paws may make a lawful deduction corresponding to the resulting reduction in value.
The Everthy Paws voluntary 30-day return guarantee does not replace or restrict these statutory rights.
14. United Kingdom Customers
UK consumers retain their mandatory rights under applicable UK consumer legislation.
For most eligible online purchases, customers generally have 14 days after receiving the goods to notify the retailer that they wish to cancel.
They generally then have an additional 14 days to send the goods back.
Where permitted by applicable law and where the customer was properly informed before purchase, the customer may be responsible for the direct cost of returning goods following a change of mind.
Customers are permitted to handle goods in a way broadly comparable to what would reasonably be allowed in a physical store.
Where the consumer has used or damaged the product beyond that level, the refund may be reduced where permitted by law.
Separate statutory rights apply to faulty, unsatisfactory, unfit-for-purpose or misdescribed goods.
Nothing in the Everthy Paws voluntary 30-day return guarantee restricts these mandatory rights.
15. United States Customers
For customers in the United States, the Everthy Paws 30-day return policy is a voluntary commercial return policy.
For eligible change-of-mind returns under this voluntary policy, the customer is responsible for the return shipping costs unless Everthy Paws expressly agrees otherwise.
Additional rights may apply under federal, state or local law.
Nothing in this policy is intended to waive any legal right that cannot lawfully be waived.
16. Canadian Customers
Consumer protection laws in Canada vary between provinces and territories.
Our voluntary 30-day return guarantee applies in addition to any mandatory cancellation, refund, repair, replacement or other consumer rights applicable in the customer's province or territory.
For eligible change-of-mind returns under our voluntary return policy, the customer is responsible for return shipping costs unless otherwise required by applicable law.
Where mandatory law provides greater protection, that law will prevail.
17. Other International Customers
Everthy Paws serves customers in multiple international markets.
Mandatory consumer rights, withdrawal rights, refund requirements and legal guarantees may vary depending on the customer's location.
For voluntary change-of-mind returns, the customer is responsible for return shipping costs unless Everthy Paws expressly agrees otherwise or applicable law requires a different arrangement.
Where applicable mandatory consumer legislation provides rights that are more favourable than this policy, those mandatory rights will prevail.
18. Order Cancellations
If you wish to cancel an order before it has been dispatched, contact:
as soon as possible.
We will make reasonable efforts to stop the order before fulfilment, but cancellation cannot be guaranteed once processing or shipping has begun.
If an order has already been dispatched, the applicable return procedure must normally be followed after delivery.
This does not restrict any mandatory cancellation rights.
19. Refused or Unclaimed Deliveries
Where a parcel is refused, unclaimed or returned because of circumstances attributable to the customer, Everthy Paws may deduct reasonable and documented carrier or return costs from the refund where permitted by applicable law.
This does not apply where the issue was caused by:
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an error by Everthy Paws
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an incorrect product being supplied
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qualifying shipping damage
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a legally attributable delivery failure
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another circumstance for which Everthy Paws is legally responsible
20. Abuse of the Return Policy
Everthy Paws reserves the right, to the extent permitted by law, to reject claims made under its voluntary return guarantee where there is reasonable evidence of:
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fraudulent activity
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deliberate product damage
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product substitution
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manipulation of serial numbers or identifying information
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false claims regarding non-delivery or damage
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repeated or systematic abuse of promotional return guarantees
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returning a different product from the product originally supplied
We may request additional reasonable information before processing such claims.
Nothing in this section limits mandatory statutory rights.
21. Contact
For questions regarding returns, refunds or product issues, contact:
Everthy Paws
Website: everthypaws.com
Email: support@everthypaws.com
Please include your order number whenever contacting us about an existing purchase.