Refund policy
PawShack Refund & Returns Policy
At PawShack, we want you to feel completely confident when ordering from us. We’re a small business that genuinely cares, and we’ll always do our best to support you if anything goes wrong with your order.
Returns
Because our meals are frozen and perishable, we’re unable to accept returns once an order has been delivered.
However, if something isn’t right, we’ll work with you to sort it quickly.
Damaged, Incorrect or Missing Items
If your order arrives damaged, incorrect, incomplete, or not in the condition you expected, please contact us within 24 hours with a photo or video.
Email: pawsshack@outlook.com
We’ll review the issue straight away and arrange a replacement or a refund where appropriate. Your satisfaction comes first.
Delivery Issues
If a courier delay occurs but the food still arrives cold or partially frozen, it’s safe to use.
If it arrives fully thawed or unsafe, just send us a photo within 24 hours and we’ll take care of it.
Order Cancellations
Orders can be cancelled before dispatch.
Once they’re on the way, we can’t stop delivery due to the frozen nature of the products — but if you ever have concerns, reach out and we’ll help however we can.
Customer Errors
We’re unable to refund or replace orders where:
- The address was entered incorrectly.
- The delivery was missed or refused.
If you’re ever unsure, contact us and we’ll guide you.
Refunds
If a refund is approved, it will be issued to your original payment method.
Your bank may take a few days to process it.
If you haven’t received it after 15 business days, please email us and we’ll look into it immediately.
Delivery Area
We currently deliver within the UK only.