Returns & Refund Policy

Last updated: September 2026

At Scrowy's Home & Paws, we want you and your pet to be happy with your purchase. If you have any questions or concerns about your order, please contact us at scrowyshomeandpaws@outlook.com

Returns

If you change your mind about your purchase, you may have the right to cancel your order within 14 days of receiving your goods, without needing to give a reason.

After telling us that you wish to cancel, you generally have a further 14 days to return the item.

To be eligible for a return, the product should be returned in a condition that allows us to assess it. You may handle the product as reasonably necessary to inspect it, but you may be responsible for any reduction in value caused by handling beyond what is necessary to inspect the item.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or is not what you ordered, please contact us as soon as possible at scrowyshomeandpaws@outlook.com

Please include:

• Your order number
• Your name
• A description of the problem
• Photos or videos showing the issue, where appropriate

We will review the issue and, where required by law, provide an appropriate remedy such as a refund or replacement.

Your statutory consumer rights are not affected by this policy.

Refunds

Once we have received a returned item, or where applicable received evidence that it has been sent back, we will process your refund within the time required by applicable law.

Where you cancel an online order within your statutory cancellation period, we will refund the standard delivery cost where required. If you selected a more expensive delivery option, we are not required to refund the additional cost above standard delivery.

Refunds will normally be made using the original payment method.

Return Shipping

For a change-of-mind return, you may be responsible for the cost of returning the item where the law allows this and we have informed you of this before purchase.

If an item is faulty, damaged, incorrect, or otherwise requires a remedy under your statutory consumer rights, we will not attempt to make you pay costs that the law requires us to cover.

Items That Cannot Be Returned

Certain products may be exempt from cancellation rights under applicable law, including certain personalised, perishable, or sealed products where returning the product is not permitted for health or hygiene reasons.

If an exemption applies to a particular product, this will be made clear before purchase.

How to Request a Return

To request a return or cancellation, contact:

Email: scrowyshomeandpaws@outlook.com

Please include your order number and explain whether you are requesting a cancellation, return, replacement, or reporting a faulty/damaged item.

We will provide any return instructions that apply to your order.

Your Legal Rights

Nothing in this policy limits or excludes any consumer rights that cannot legally be limited or excluded.

For UK customers, goods must meet the applicable legal requirements, including being as described, of satisfactory quality and fit for purpose.

If you have any questions about this policy, please contact us at scrowyshomeandpaws@outlook.com