Refund policy

Returns & Refunds Policy

Pawventure UK is a trading name operated by Bharat Digital Limited, a company registered in England and Wales (company number 15888582).

We want you to be happy with your order. This policy explains your legal rights and how returns work with Pawventure UK.

1. Your 14-Day Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order for any reason within 14 days of receiving it, without needing to give a reason. You then have a further 14 days from telling us you want to cancel to return the item.

2. How to Start a Return

1. Email support@pawventureuk.com (or use the Contact page) with your order number and the item(s) you would like to return.
2. We will provide a return reference and instructions within 2 business days.
3. Postal returns should be addressed to:

Pawventure UK Returns
c/o Bharat Digital Limited
Unit-1I Manor Park Business Centre
736–740 Romford Road
London E12 6BT
United Kingdom

4. In-person returns are accepted at the same address by prior arrangement. Contact us first to obtain a return reference and agree an appointment time so a team member is available to receive the item.
5. For postal returns, use a tracked service and keep proof of postage.
6. Once we receive the returned item (or valid proof of postage where applicable), we will process your refund within 14 days.

3. Condition of Returned Items

Items should be returned unused and, where possible, in their original packaging. We may make a deduction from your refund if the value of the item has been reduced by unnecessary handling beyond what is needed to check its nature and function.

4. Who Pays Return Postage

Unless the item is faulty, damaged, or not as described, you are responsible for the cost of returning it to the UK return address above. If the item is faulty, damaged, incorrect, or not as described, we will cover reasonable return postage costs—contact us before sending it back.

5. Refund Method & Timing

Refunds are issued to your original payment method within 14 days of us receiving the returned item (or valid evidence that you sent it), and always within 14 days of your cancellation if you have not yet received the goods.

6. Faulty, Damaged, or Not-as-Described Items

Separately from your 14-day cancellation right, the Consumer Rights Act 2015 gives you additional protection if an item is faulty, not as described, or not fit for purpose: a short-term right to a full refund within 30 days of receipt, and beyond that a right to a repair, replacement, or partial or full refund. Contact us with photos of the issue and we will resolve it promptly. This does not affect your statutory rights.

7. Non-Returnable Items

For hygiene reasons, unsealed grooming or consumable pet-care products cannot be returned once opened unless faulty. This does not affect your statutory rights for faulty goods.