Refund policy

Return & Refund Policy

At Muddy Paw, we want you and your dog to love every item you receive. Because our products are designed for pet hygiene, health, and home cleanliness, we maintain strict safety and hygiene standards for all returns.

Please read our full policy below before requesting a return.

1. 14-Day Return Window

You have 14 days from the date your package is delivered to request a return for an item.

To be eligible for a return and full refund:

Items must be in brand-new, unused, and original condition.
Items must be returned in their original packaging with all tags, labels, and accessories attached.
Items must be completely free of pet hair, mud, odor, drool, or any signs of wear.

2. 🚫 Strict "No Used Products" Policy

Important Note for Dog Owners:

We do NOT accept returns or issue refunds for any item that has been used by a dog.

For hygiene, health, and biosecurity reasons, once an item has been tested, worn, chewed, used on, or touched by a dog, it cannot be returned or resold.

Harnesses, Coats & Gear: Please measure your dog carefully using our size guides before purchase. You may try gear on your dog over a clean blanket or towel to check sizing, but items returned with dog hair, scuffs, dirt, or odor will be rejected.
Toys & Chews: No refund or replacement will be provided for toys or chews that have been damaged or destroyed through normal dog play or chewing.
Grooming, Balms & Consumables: Shampoos, wipes, dental powders, balms, treats, and foods cannot be returned once the protective seal is broken.

If a returned item arrives at our warehouse showing signs of use, pet hair, dirt, or wear, no refund will be issued, and the item will only be shipped back to you at your expense.

3. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, defective, or if you received the wrong item:

Contact us within 48 hours of delivery at [support@muddypaw.uk].
Include your Order Number and clear photos/videos showing the defect or damage.

If confirmed faulty, we will send a replacement immediately or issue a full refund, including return shipping costs.

4. How to Start a Return

Email Us: Send an email to [support@muddypaw.uk] with your Order Number and the reason for return.
Review & Approval: Our customer service team will review your request and send return instructions if approved.
Ship the Item: Package the item securely in its original packaging.

Note: Unless the item is faulty or shipped in error, the customer is responsible for return shipping costs. We strongly recommend using a tracked shipping service, as we are not responsible for returned items lost in transit.

5. Refund Process

Once your return is received and inspected by our warehouse team:

We will notify you via email whether your refund is approved or rejected (based on item condition).
If approved, your refund will be processed automatically to your original payment method within 5 to 7 working days.
Original shipping fees are non-refundable.

6. Exchanges

Due to high stock turnover, we do not offer direct exchanges. If you bought the wrong size (and it is completely unused and hair-free), please return the original item for a refund and place a new order for the correct size on our website.