Returns & Refunds Policy

Last updated: August 28, 2026

At Ivory Paws Homes, we want you to be happy with your purchase. If you need to return an item or have an issue with your order, we're here to help.

🔄 Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

Be unused and in its original condition
Be in its original packaging where reasonably possible
Not show signs of damage caused by misuse or improper handling
Include your order details or proof of purchase

Certain items may not be eligible for return where applicable under UK law, including products that cannot reasonably be returned for hygiene or health reasons once opened or used.

🐾 Pet Product Hygiene

For hygiene and safety reasons, certain pet products may not be eligible for return once they have been opened or used.

This may include products that come into direct contact with a pet's mouth, paws, fur or body.

If you're unsure whether your item qualifies for a return, please contact us before sending it back.

💰 Refunds

Once your returned item has been received and inspected, we'll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please allow additional time for your bank or payment provider to process and display the refund in your account.

❌ Damaged or Incorrect Items

If your item arrives damaged, defective or you receive the wrong product, please contact us as soon as possible.

Please provide:

Your order number
A description of the issue
Clear photographs or video showing the problem

We'll review your request and work with you to resolve the issue.

📦 Return Shipping

If you are returning an item because you have changed your mind, return shipping costs may be the responsibility of the customer, subject to your statutory rights.

If an item is faulty, damaged or incorrect, please contact us before returning it so we can provide the appropriate instructions.

🚫 Items That Cannot Be Returned

Returns may not be accepted for:

Items that have been used or damaged through misuse
Items returned outside the applicable return period
Products that are unsuitable for return for hygiene or health reasons after opening or use
Items that have been altered or modified after delivery

This does not affect your statutory rights under applicable UK consumer law.