Refund Policy

Refund & Returns Policy

At Crisp Craft Paw, we want you to be completely happy with your purchase. This policy explains your rights and how to arrange a return, in line with UK consumer law including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Your statutory rights are not affected.

Change-of-mind returns (30-day window)

You have the right to return your order within 30 days of receiving your item, without giving a reason — a window we offer beyond the statutory 14-day minimum. Simply contact our support team within 30 days of delivery to let us know. You then have a further 14 days to return the item to us. Items must be returned unused and in their original condition and packaging. Return postage for change-of-mind returns is the customer's responsibility. Once we receive and inspect the item, we'll issue your refund within 14 days.

Damaged, faulty or incorrect items

If your item arrives damaged, faulty or not as described, please contact us within 30 days of delivery with your order number and a photo. We'll arrange a free replacement or a full refund, including any return postage, at no cost to you. Under the Consumer Rights Act 2015 you may be entitled to a repair, replacement or refund for faulty goods.

How to start a return

Email our support team at hello@crispcraftpaw.com with your order number and, where relevant, a photo of the item. We'll guide you through the process step by step.

Refunds

Approved refunds are issued to your original payment method. Please allow up to 14 days for us to process the refund, plus a few additional business days for your bank to complete the transaction.

Non-returnable items

For hygiene and safety reasons, certain items cannot be returned once opened or used, unless they are faulty. This does not affect your rights in respect of faulty goods.

Contact

Questions about a return? Email hello@crispcraftpaw.com — we aim to reply within 24–48 hours.