Refund policy

Last Updated: September 2, 2026

At PawPoppy, operated by DAVIDSON INTERNATIONAL LTD, we are committed to ensuring you are completely satisfied with your purchase. We ship worldwide and have designed our policy to be clear, fair, and compliant with local regulations in the regions we serve. If you are not satisfied for any reason, we are here to help.

Our Global 30-Day Return Guarantee

We offer a 30-day return window for most items, starting from the day you receive your order. This allows you to request a return or exchange if the product doesn't meet your expectations. Please note that specific regions may have different mandatory return periods, which are detailed in the "Regional Variations" section below.

This is separate from our 1-year warranty, which covers manufacturing defects and faults in materials on every product we sell.

General Return Conditions

To be eligible for a return, your item must meet the following global standards:

Condition: The item must be unused, clean, free of pet hair, with all original tags and accessories attached, and in its original packaging.

Proof of Purchase: A receipt or order number is required.

Electrical items: Automatic feeders, water fountains, and grooming vacuums must be returned complete with all cables, filters, and attachments included in the original box.

How to Initiate a Return

The fastest and easiest way to start a return from anywhere in the world is to contact us directly.

1. Email us at hello@thepawpoppy.com
2. Include your order number and the email address used at checkout.
3. Tell us which items you wish to return and the reason.
4. Follow the instructions we send you to receive your return shipping label.

We respond to all return requests within 24 hours, Monday to Friday.

Please note: Items sent back to us without first requesting a return by email will not be accepted.

Refund Process

Once we receive and inspect your return, we will notify you of its approval status. If approved, you will be automatically refunded to your original payment method. Please allow up to 10 business days for the refund to be processed on our end.

Keep in mind that your bank or credit card company may take additional time to post the refund to your account. If more than 15 business days have passed since your return was approved, please contact us at hello@thepawpoppy.com.

Regional Variations & Your Statutory Rights

Your rights as a consumer may vary depending on your location. This policy does not override any statutory rights you have under local law.

🇬🇧 For Customers in the United Kingdom

Under the Consumer Rights Act 2015, you have a 30-day right to a full refund for goods that are of unsatisfactory quality, unfit for purpose, or not as described. This policy upholds those rights.

🇪🇺 For Customers in the European Union

You have a legal right to cancel your order within 14 days of receiving the goods for any reason, under the Consumer Rights Directive. To exercise this right, the item must be returned in its original, unused condition.

🇦🇺 For Customers in Australia

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure. What constitutes a "reasonable" return period can vary depending on the product, and this policy aims to meet or exceed those standards.

🇰🇷 For Customers in South Korea

Under the Act on Consumer Protection in E-Commerce, you have the right to cancel your order within 7 days of receiving the goods. The item must be returned in its original, unused condition.

🇺🇸 🇨🇦 For Customers in the USA & Canada

While there are no federal laws mandating a return policy, we offer our 30-day guarantee to all customers. Your rights may vary by state or province, and this policy is designed to meet or exceed local requirements.

Exchanges

The quickest way to receive a different item is to return your original purchase for a refund and place a new order. This ensures you get your desired item as quickly as possible.

If you ordered the wrong size — a stroller, carrier, or bed that doesn't fit your pet — email us before returning it. We can help you find the right fit first.

Damaged or Incorrect Items

Please inspect your order upon arrival and contact us immediately at hello@thepawpoppy.com if the item is defective, damaged, or incorrect. Include your order number and a photo or short video of the issue. We will work with you to resolve it promptly and cover the return shipping costs.

Exceptions / Non-Returnable Items

The following items are generally not eligible for return in any region, unless required by law:

• Items that have been used by a pet, soiled, chewed, or that carry pet hair or odour
• Opened replacement filters, pads, or other consumable accessories
• Custom or personalized items, including engraved tags
• Perishable goods, including treats and food
• Hazardous materials, flammable liquids, or gases
• Gift cards and sale items

Frequently Asked Questions

Q: Who pays for return shipping? Unless the item is defective or incorrect, you are responsible for the cost of return shipping. If the item is faulty, we will cover the return shipping costs, in line with regulations in regions like the UK and Australia.

Q: My pet used the bed once and didn't like it. Can I return it? We understand that not every pet takes to every product. Contact us at hello@thepawpoppy.com and explain the situation — we assess these cases individually and will do what we reasonably can to help.

Q: What if the item I want for an exchange is out of stock? Please contact our customer service team. We can notify you when the item is back in stock or help you find a suitable alternative.

Q: How are refunds handled for different currencies? All refunds are processed in the original currency of the purchase. Please note that due to exchange rate fluctuations, the refunded amount may differ slightly from the original price paid.

Q: Where can I find my order number? Your order number is found in the confirmation email you received after placing your order. If you cannot find it, our customer service team will be happy to help.

Q: Does this affect my 1-year warranty? No. The 30-day return window and the 1-year warranty are separate. Even after 30 days, any manufacturing defect within the first year is covered.

Need Help?

Our support team is here to assist you.

Email: hello@thepawpoppy.com

PawPoppy is a trading name of DAVIDSON INTERNATIONAL LTD, registered in England and Wales. Company number: 17418693 Registered address: 128 City Road, London, United Kingdom, EC1V 2NX