Refund policy

We want you to feel confident in the products you purchase from us. If for any reason you're not entirely satisfied, we’re here to help with straightforward returns and refunds.


Our 60 day pet-loving promise

We offer a 60 day pet-loving promise on all our products. If you’re not satisfied within 60 days of receiving your order, you’re eligible for a full refund. 


How to request a refund:

  1. Contact us at hello@clinipaw.com within 60 days of receiving your order, and let us know why you’re returning the product

  2. We will provide you with the return address and instructions

  3. Return the unused portion of the product to us in its original packaging

  4. Once we’ve received your returned product, we will process your refund within 5-7 working days

Please note: We do not cover the cost of return postage unless the product is faulty or incorrect.


Faulty or damaged products

We take every care to ensure your order arrives in perfect condition. However, if your product is faulty or damaged, please contact us within 7 days of receiving your order at hello@clinipaw.com.

We’ll ask for a description of the issue, and if necessary, photos of the damaged product. We’ll arrange a replacement or refund, including the cost of return postage if applicable.


How refunds are processed

Refunds will be processed via the original payment method used at checkout. Once your refund has been processed, it may take up to 5-10 business days for the amount to appear in your account, depending on your bank or payment provider.


Non-returnable items

For hygiene and safety reasons, we cannot accept returns on opened or used products unless they fall within the 60-day money-back guarantee or are faulty.

Your statutory rights

This returns policy does not affect your statutory rights under the UK Consumer Rights Act 2015 or other relevant legislation. You have the right to return goods that are faulty or not as described and request a refund, repair, or replacement. For more information on your statutory rights, please visit the UK Government’s website or contact our customer service team.


Conditions

Please note, the 60 day pet-loving promise allows you to use the product for 60 days and still get a refund for that product. The full refund is limited to one bag of each product, per household. If you order more than one bag of a product and then claim the 60-day pet loving promise, the refund will be the amount of one bag of each product.


Where you have purchased a Subscription plan, please note that the cancellation period only applies in relation to the first delivery of the products (or any other delivery where the date of that delivery falls within the cancellation period). Where a subsequent delivery of the products falls outside of the cancellation period, you will not have an automatic right to cancel in respect of those products. 


Contact us

If you have any questions or need further assistance with returns, please don’t hesitate to get in touch with our customer service team at hello@clinipaw.com. We’re here to help!