Return & Cancellation Policy - Customers in the United Kingdom

Last updated: 3 June 2026

This policy applies to consumers in the United Kingdom and is based on the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. It does not affect your statutory rights.

Your right to cancel (14-day cooling-off period)

You have the right to cancel your order within 14 days without giving any reason. The cancellation period expires 14 days from the day on which you (or a third party other than the carrier, indicated by you) acquire physical possession of the goods. Where your order consists of multiple goods delivered separately, the period runs from the day you receive the last item.

To exercise the right to cancel, you must inform us of your decision by a clear statement (for example, a letter sent by post or an email to support@pawsnest.uk). You may use the model cancellation form below, but it is not obligatory. To meet the cancellation deadline, it is sufficient that you send your communication before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse all payments received from you, including the standard delivery cost (except for any supplementary costs arising if you chose a delivery type other than the least expensive standard delivery we offer).

We will make the reimbursement without undue delay, and not later than:

• 14 days after the day we receive back the goods you supplied, or
• (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
• if no goods were supplied, 14 days after the day we are informed of your decision to cancel.

In practice we process refunds within 7 working days of receiving the returned goods, faster than the statutory maximum. We will use the same means of payment you used for the initial transaction, and you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having returned them, whichever is the earliest.

Returning the goods

You must send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation. The deadline is met if you send the goods before the 14-day period has expired. You will bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling them other than what is necessary to establish their nature, characteristics and functioning.

Faulty or misdescribed goods

Separately from the cancellation right above, under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If goods are faulty or not as described, you may be entitled to a repair, replacement or refund. Please contact us at support@pawsnest.uk and we will help.

Complaints and Alternative Dispute Resolution (ADR)

If you are not satisfied with how we handle a complaint, you can seek free advice from Citizens Advice (www.citizensadvice.org.uk, consumer helpline 0808 223 1133) or your local Trading Standards service. Where a dispute cannot be resolved directly, you may be able to use a Trading Standards Institute (CTSI)-approved Alternative Dispute Resolution scheme; we will provide details of a relevant scheme on request.

Model Cancellation Form

(Complete and return this form only if you wish to cancel the contract.)

To: Wahrnehmungsgestalter GmbH (Pawsnest), Graf-Berthold-Weg 4, 91097 Oberreichenbach, Germany - email: support@pawsnest.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
- Ordered on / received on:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is notified on paper):
- Date: