Refund policy
RETURNS POLICY
To be eligible to return, your item must be returned to me within 14 days from the date of purchase. Your product(s) must be in unused condition.
Please note Bonnie Paws isn’t responsible for items lost on their way back to us, so we recommend using a traceable return method.
Full priced purchases: I am happy to refund on any full-priced item purchased online, If you have any questions regarding your return, feel free to contact me.
Sale purchases: Sale stock cannot be returned, they are final sale only.
Personalised items: Sorry, I can’t take back personalized items unless there’s a mistake or they arrive damaged.
If something’s wrong with your order, I’ve got you covered—I'll either send a replacement or give you a full refund. I do my best to deliver top-quality products, but if there’s ever an issue, I’ll make it right!
Once I get your return, I'll check it out and process your refund or exchange.
If the product returned is not in fully resalable condition or the packaging is damaged, I reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
Return shipping costs are to be covered by the customer. All refunds will be processed using the same method of payment used to place the order.
Please see below for details on how to return your order to me.
- Pack the product in its original packaging
- Pack the product to avoid damage during transit.
- Email and advise us of your return at hello@bonniepaws.uk
Please note: I’ll refund the cost of the returned item(s) once I get them. If the goods are wrong, damaged, or faulty, I’ll also cover the original delivery and return shipping costs after everything’s received.
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How long do I have to exchange items? I accept returns and exchanges within 14 days of the delivery of your items. In the event of a faulty or damaged item I accept returns within 30 days of the delivery of your items.
Where should I return my order? Drop me a message before sending your order back, and I'll give you the shipping address.
Do you offer free returns? Unfortunately, I do not refund the cost of postage unless the product is faulty.
How long does it take to process my returns? I'll try to handle returns ASAP, but if things are hectic, it might take up to 15 days.
Do I have to pay the postage to exchange? Like all returns, we do not cover the cost of postage unless the item is faulty or damaged.
I would like to speak to someone in person, how can I do that? No problem! You can contact me on hello@bonniepaws.uk