Refund policy
Last updated: June 9, 2026
At Every Paw Matters, we want you to feel confident when shopping with us. If there is an issue with your order, please review our policy below.
1. Returns
We have a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.
To be eligible for a return, your item must be:
- in the same condition that you received it
- unworn or unused
- with tags
- in its original packaging
- accompanied by a receipt or proof of purchase
To start a return, please contact us at support@everypawmatters.com.
Returns must be approved before being sent back. Once approved, we will provide the correct return address and return instructions. Items sent back without first requesting a return will not be accepted.
2. Damages and Issues
Please inspect your order upon arrival and contact us as soon as possible if:
- Your item is defective.
- Your item is damaged.
- You received the wrong item.
We ask that you report any issues within 48 hours of delivery where possible, so we can investigate and resolve the matter promptly. This is to help us work with our suppliers and does not limit any statutory rights you may have.
To help us review the issue, please include:
- a clear photo of the item
- a photo of the packaging
- your order number
We will evaluate the issue and, where applicable, arrange a replacement or refund.
3. Lost Packages
If your tracking shows that your order was delivered but you did not receive it, please first:
- check with neighbours or household members
- check around your property
- contact your local courier
If you still cannot locate the package, please contact us at support@everypawmatters.com, and we will help investigate.
Please note that lost packages will be investigated before any refund or replacement is approved.
4. Incorrect Address or Failed Delivery
Please make sure your shipping address is correct before placing your order.
If an order is returned due to:
- an incorrect address
- an incomplete address
- refused delivery
we may not be able to refund the original shipping cost.
In many cases, the order will need to be reshipped at the customer's expense.
5. Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
- perishable goods
- custom or personalized products
- personal care goods
- hazardous materials
- flammable liquids or gases
- sale items (for change-of-mind returns only — your statutory rights for faulty or defective goods are not affected)
- gift cards
If you have questions about whether your item is eligible for return, please contact us before purchasing.
6. Exchanges
The fastest way to get the item you want is to return the original item, once approved, and place a new order separately.
7. European Union and United Kingdom 14-Day Cooling-Off Period
If your order is shipped to the European Union or the United Kingdom, you have the right to cancel or return your order within 14 days, for any reason and without justification. For UK customers, this right is provided under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To be eligible, the item must be:
- unworn or unused
- with tags
- in its original packaging
- accompanied by proof of purchase
8. Refunds
We will notify you once we have received and inspected your return and let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method and, where possible, in the same currency used for the original purchase, within 10 business days.
Please note:
- business days exclude weekends and public holidays
- your bank or credit card provider may take additional time to process and post the refund
- exchange-rate differences or fees charged by your bank or payment provider are outside our control
- original shipping costs are generally non-refundable unless the issue was caused by us
If more than 15 business days have passed since your refund was approved, please contact us at support@everypawmatters.com.
9. Contact Us
Email: support@everypawmatters.com
Website: everypawmatters.com
If you have any questions about returns, refunds, or order issues, please contact us using the details above.
