Refund policy
RETURN AND REFUND POLICY
Last updated: 5 August 2026
PawClean Pro is a trading name of PETALIQUE LTD.
This Policy explains how cancellations, returns, exchanges and refunds are handled for purchases made through pawcleanpro.com.
Nothing in this Policy limits or excludes your statutory rights under applicable United Kingdom consumer law.
1. CANCELLING AN ORDER BEFORE DISPATCH
To request cancellation of an order, contact us as soon as possible at support@pawcleanpro.com and include your order number.
We will try to cancel the order before it is processed or dispatched. However, we cannot guarantee cancellation once an order has entered fulfilment or has been dispatched.
If the order cannot be cancelled before dispatch, you may request a return after delivery in accordance with this Policy.
2. YOUR LEGAL RIGHT TO CANCEL AN ONLINE PURCHASE
For most products purchased online, customers in the United Kingdom have a legal right to cancel their purchase without providing a reason.
You must inform us that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods.
If an order is delivered in separate packages on different days, the cancellation period begins on the day after the final package is received.
After notifying us of cancellation, you must return the goods within a further 14 days.
You may notify us by emailing support@pawcleanpro.com or by using the model cancellation form at the end of this Policy.
3. OUR 30-DAY RETURN POLICY
In addition to your statutory cancellation rights, we offer a voluntary 30-day return period.
You may request a return within 30 days after delivery.
For returns requested after the statutory 14-day cancellation period but within our voluntary 30-day period, the product must:
• be unused and in substantially the same condition in which it was received;
• include its original packaging, accessories, components, manuals and labels;
• show no signs of misuse, excessive wear, contamination, accidental damage or unauthorised repair;
• be accompanied by proof of purchase.
We may refuse a voluntary return that does not meet these conditions. This does not affect your rights relating to faulty, damaged or incorrectly described goods.
4. HOW TO REQUEST A RETURN
Before returning a product, contact:
support@pawcleanpro.com
Include:
• your full name;
• your order number;
• the product you wish to return;
• the reason for the return;
• photographs or video where the product is damaged, faulty or incorrect.
If the return is accepted, we will provide return instructions and the appropriate return address.
Do not return products to our registered office.
Our registered office is for legal and business correspondence only and is not a returns warehouse.
Products sent without prior return instructions may be delayed, refused or returned to the sender.
5. CONDITION AND HANDLING OF RETURNED GOODS
During the statutory cancellation period, you may inspect the product in the same way that you reasonably would in a physical shop.
We may reduce a refund where the value of the product has been reduced because it was handled beyond what was reasonably necessary to establish its nature, characteristics and operation.
Examples of excessive handling may include:
• prolonged use of the product;
• damage caused by misuse or negligence;
• missing accessories or components;
• heavy contamination;
• alteration, modification or attempted repair;
• damage caused by unsuitable packaging during the return.
Any deduction will be reasonable and based on the actual reduction in value.
6. RETURN SHIPPING COSTS
Change-of-mind returns
For a return made because you changed your mind, ordered the wrong item or no longer want the product, you are responsible for the direct cost of returning it.
We recommend using a tracked shipping service and retaining proof of postage. You remain responsible for the returned product until it is delivered to the return address supplied by us.
Faulty, damaged or incorrect products
If a product is faulty, damaged on arrival, not as described or you received the wrong item, contact us at support@pawcleanpro.com.
Where the problem is confirmed, we will provide an appropriate remedy and cover reasonable return costs where return of the product is required.
Do not pay for an expensive return service without first obtaining our written approval, as we may not reimburse unauthorised or unreasonable shipping costs.
7. DAMAGED, FAULTY OR INCORRECT PRODUCTS
Please inspect your order after delivery and contact us as soon as reasonably possible if:
• the product arrived damaged;
• the product is faulty;
• parts or accessories are missing;
• you received the wrong product;
• the product is materially different from its description.
Providing clear photographs or video may help us investigate the issue more quickly, but this does not remove your statutory rights.
Depending on the circumstances and your legal rights, we may offer:
• a repair;
• a replacement;
• replacement parts;
• a price reduction;
• a full or partial refund.
If a product is faulty, not of satisfactory quality, not fit for purpose or not as described, your remedies are governed by applicable consumer law and are not limited by our voluntary 30-day return policy.
8. ITEMS THAT CANNOT NORMALLY BE RETURNED FOR CHANGE OF MIND
The statutory right to cancel may not apply to certain products, including:
• personalised or custom-made products;
• products that deteriorate or expire rapidly;
• sealed products that are not suitable for return for health protection or hygiene reasons after the seal has been broken;
• sealed audio, video or software products after unsealing;
• digital content supplied immediately after the customer expressly agreed to immediate supply and acknowledged the loss of the cancellation right;
• other products excluded from cancellation rights by applicable law.
An exclusion does not apply where a product is faulty, damaged, incorrectly supplied or not as described.
9. HYGIENE AND PERSONAL CARE PRODUCTS
Where a product is supplied with a hygiene or protective seal, it may not be eligible for a change-of-mind return after that seal has been broken if the product is not suitable for return for genuine health protection or hygiene reasons.
This exclusion will be applied only where legally permitted.
This does not affect your rights if the product is faulty, damaged, not fit for purpose or not as described.
10. EXCHANGES
We do not currently offer direct automatic exchanges.
To obtain a different product or variant, contact us to return the original product and place a new order.
Where an incorrect or faulty product was supplied, we may arrange a replacement without requiring a separate new purchase.
11. REFUNDS
Once we receive and inspect the returned product, we will notify you whether the refund has been approved.
Where you exercise your statutory cancellation right, we will issue the refund without undue delay and no later than 14 days after:
• we receive the returned goods; or
• you provide acceptable evidence that the goods were returned,
whichever occurs first where applicable.
Refunds will normally be made to the original payment method unless otherwise agreed.
Your bank or payment provider may require additional time to display the refund after it has been issued.
12. ORIGINAL DELIVERY COSTS
Where you legally cancel the entire order during the statutory cancellation period, we will refund the basic standard delivery cost paid for that order.
If you selected a more expensive delivery option, we are not required to refund the additional amount above the cost of our standard delivery option.
Additional delivery charges may not be refunded for partial returns unless required by law.
13. PARTIAL REFUNDS
A partial refund or deduction may be made where legally permitted, including where:
• a product has been handled beyond what was reasonably necessary and its value has been reduced;
• parts, accessories or components are missing;
• the product was damaged after delivery through misuse, negligence or unsuitable return packaging;
• only part of an order is returned.
We do not charge a general cancellation fee or restocking fee for the exercise of statutory cancellation rights.
14. REFUNDS FOR ORDERS NOT YET DELIVERED
If an order is confirmed lost by the delivery company, we will investigate and provide an appropriate replacement or refund.
A package will not normally be treated as lost solely because it is delayed. Please refer to our Shipping Policy for estimated delivery times and the procedure for delayed shipments.
15. REFUSED OR UNDELIVERABLE PACKAGES
If a package is returned because:
• the delivery address supplied was incorrect or incomplete;
• the recipient refused delivery without cancelling the order;
• the recipient failed to collect the package;
• delivery attempts could not be completed;
we may deduct reasonable delivery or return costs from the refund where legally permitted and where those costs arose because of information or actions attributable to the customer.
We will contact you before taking further action.
16. CHARGEBACKS AND PAYMENT DISPUTES
Please contact support@pawcleanpro.com before starting a payment dispute so that we have an opportunity to investigate and resolve the problem.
Nothing in this section prevents you from exercising rights available through your card issuer, bank, payment provider or applicable law.
17. PROOF OF PURCHASE
We may request reasonable proof that the product was purchased from PawClean Pro, such as:
• an order confirmation;
• an order number;
• the email address used for the order;
• a payment record.
18. GIFTS
Refunds are normally issued to the original payment method used by the person who placed the order.
We cannot normally issue a cash refund or payment to a gift recipient who was not the original purchaser.
19. CONTACT
For cancellations, returns, damaged products or refunds, contact:
PawClean Pro
A trading name of PETALIQUE LTD
Email: support@pawcleanpro.com
Website: https://pawcleanpro.com
Registered office:
Office 14727
182–184 High Street North
East Ham
London
United Kingdom
E6 2JA
The registered office is not a returns address.
20. MODEL CANCELLATION FORM
Complete and send this form only if you wish to cancel your contract.
To:
PETALIQUE LTD, trading as PawClean Pro
Email: support@pawcleanpro.com
I hereby give notice that I cancel my contract for the sale of the following goods:
Goods ordered:
____________________________________________
Order number:
____________________________________________
Ordered on:
____________________________________________
Received on:
____________________________________________
Customer name:
____________________________________________
Customer address:
____________________________________________
Customer signature, only if this form is submitted on paper:
____________________________________________
Date:
____________________________________________