Memorial Gifts & Keepsakes

Returns & Refunds Policy

1. Right to Cancel (UK Distance Selling Regulations)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days without giving any reason. The “cooling-off” period runs from the day after you (or a third party you nominate) receive the goods.

2. How to Exercise Your Right to Cancel
To cancel your order, please notify us by email at support@pawsandpeace.co.uk or via our online contact form within the 14-day period. Include your order number, date of purchase and item(s) to be returned. You may use the model cancellation form below, though it is not obligatory.

Model Cancellation Form
– To: Paws & Peace, Woodfield House, Gravel Lane, Banks, Southport, PR9 8BY
– 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
(*) Delete as appropriate.
 

3. Returning Goods

• Timeframe: Goods must be returned to us within 14 days of notifying us of cancellation.
   
• Condition: Items should be returned unused, in their original packaging and in a resaleable condition.
   
• Cost of Return: Unless the item is faulty or incorrect, you are responsible for return postage. We recommend a tracked and insured service.
   
• Returns Address:
  Paws & Peace
  Returns Department
  Woodfield House
  Gravel Lane
  Banks
  Southport
  PR9 8BY
  UNITED KINGDOM
   

4. Refunds
Once we receive and inspect the returned goods, we will issue your refund within 14 days. Refunds will be made using the same payment method originally used. We may withhold the refund until we have received the goods or you have provided proof of return, whichever is earlier.

5. Faulty or Damaged Goods
If goods are faulty, damaged or not as described:

1. Contact us at support@pawsandpeace.co.uk within 30 days of delivery.
    
2. Provide your order number, a description of the fault and, if possible, photographic evidence.
    
3. We will arrange a pre-paid return or collection and, upon receipt, offer you:
    
   • A full refund (including original and return postage costs), or
      
   • A replacement or repair.
      

6. Exchanges
We do not offer direct exchanges via eBay or Google channels. To exchange an item, please return the original for a refund and place a new order for the replacement.

7. Exceptions & Exclusions
Your right to cancel does not apply to:

• Perishable goods (e.g. food, flowers).
   
• Sealed items that cannot be returned for hygiene reasons once unsealed (e.g. earrings, swimwear), unless faulty.
   
• Personalised or made-to-measure items.
   

8. Contact Us
If you have any questions about our returns policy, please get in touch:

• Email: support@pawsandpeace.co.uk
   
• Address: Paws & Peace, Woodfield House, Gravel Lane, Banks, Southport, PR9 8BY
   
• Telephone: 07746 883124
   
• Live chat: Available on our website (Mon–Fri, 09:00–17:00 BST)