Refund policy

Please read before ordering: return shipping is paid by the customer. PawHealth does not provide free return labels or prepaid postage, and returns are sent to our fulfilment centre in Asia at your expense.

At a glance

Return window	30 days from the date you receive your order
Who pays return shipping	The customer, in every case except a faulty or incorrect item
Where returns go	Our fulfilment centre in Asia. We send you the address after you contact us
Opened bottles	Cannot be returned, for hygiene reasons
Damaged or faulty on arrival	Reported within 48 hours, resolved at our cost
Refund method	Back to your original payment method
Refund timing	Within 7 business days of your return arriving and being inspected
Start a return	Email support@pawhealth.shop

1. Your return window

You have 30 days from the date your order is delivered to request a return.

Requests made after day 30 cannot be accepted.

2. Condition of returned items

PawHealth drops are a supplement given to animals. For the health and safety of every customer and their pets, we hold returns to the same standard a pharmacy or pet retailer would.

To be accepted, a returned item must be:

Unopened and sealed. A bottle that has been opened cannot be resold and cannot be refunded, whatever the reason.
Complete. Every bottle, dropper, insert and leaflet from the original order must be included. On multi-bottle orders, any bottle that has been opened is deducted from the refund at full price.
In its original packaging, intact and included.
Securely packed for transit. Items that arrive back damaged because of poor packing cannot be refunded in full.

Handling the item enough to check it on arrival is fine and does not affect your return. Using it does.

3. Return shipping costs

You are responsible for the cost of returning any item to us, unless it arrived damaged, faulty or incorrect.

We do not issue prepaid return labels and we do not reimburse return postage on standard returns.
Returns are sent to our fulfilment centre in Asia. International return postage can cost more than the item itself, so please weigh that up before requesting a return rather than a replacement.
We strongly recommend a tracked service. Until your return reaches us it remains your responsibility, and we cannot refund a parcel lost in transit without proof of delivery.
Original shipping charges are not refunded on standard returns.
Any customs duties, taxes or brokerage fees on a return are the customer's responsibility.

4. Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, this is on us and it will not cost you anything.

Your order number
Clear photographs of the item showing the damage or fault
A photograph of the outer packaging, if that was damaged too
A photograph of the batch code printed on the bottle
A short description of the problem

We will respond within 3 business days and resolve the case within 7 business days of receiving your photographs. Depending on the situation we will send a replacement, issue a full refund, or arrange a return at our expense.

Do not ship a leaking or damaged bottle back to us. Photographs are enough. Wrap it, place it in your household waste, and wash any product off your hands.

5. If your pet reacts to it

Every animal is different, which is why we ask you to start at the dose on the label and watch the first few days.

If your pet has a reaction, stop giving it and contact us at support@pawhealth.shop. Tell us what happened, what dose you gave, how long they had been taking it, and include the batch code from the bottle.

A reaction is not covered by the standard return conditions in Section 2, because the bottle will have been opened. That does not mean we will not help. Get in touch and we will look at it individually.

If a reaction is severe, speak to your vet first and contact us afterwards.

6. How to start a return

Email support@pawhealth.shop with the subject line Return Request, followed by your order number.

Include the following:

Your order number
Your full name
The item or items you wish to return
Your reason for the return
Photographs, if the item is damaged or faulty
Your return address

We will reply with a return authorisation and the correct return address.

Never return an item to the address on the parcel. Packages sent back without authorisation, or to the sender address, cannot be tracked, received or refunded.

7. Refunds

Once your return arrives, we inspect it and email you the outcome.

Approved refunds are issued within 7 business days of inspection, to the original payment method.
Your bank or card issuer may take a further 5 to 10 business days to show the funds.
If a return does not meet the conditions in Section 2, we will contact you before making any deduction and give you the option to have the item shipped back to you at your cost.

8. Items we cannot accept back

Bottles that have been opened or used
Bottles with a broken or missing seal
Items returned after the 30 day window
Items missing original packaging, droppers, inserts or leaflets
Bottles past the printed expiry date
Clearance or final sale items, where marked as such on the product page
Gift cards

9. Cancelling or changing an order

We pack and dispatch quickly, usually within 1 to 2 business days.

If your order has not yet been dispatched, email us and we will cancel or amend it at no charge.
Once an order has been dispatched we cannot recall or reroute it. You may still return it under this policy once it arrives.

To change a delivery address, contact us as soon as possible. Address changes cannot be made after dispatch.

10. Multi-bottle orders

If you bought a multi-bottle bundle at a discounted price and return part of it, the refund is calculated on the single bottle price rather than the bundle price, because the discount applied to the bundle as a whole.

Any bottle in the bundle that has been opened is deducted from the refund at full price under Section 2.

11. EU and EEA customers: right of withdrawal

If you are a consumer resident in the EU or EEA, entering into this contract for purposes outside your trade, business or profession, you have a statutory right of withdrawal in addition to the policy above.

Withdrawal period. You may withdraw from the contract within 14 days of the day you, or a third party you nominate, takes physical possession of the goods.

How to withdraw. Inform us by a clear statement, by email to support@pawhealth.shop, of your decision to withdraw. Sending your notice before the 14 day period expires is sufficient.

Sealed goods exception. Under Article 16(e) of the Consumer Rights Directive, the right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons if the seal has been broken after delivery. This applies to any bottle that has been opened or unsealed.

Returning the goods. You must send the goods back without undue delay and no later than 14 days from the day you notify us of withdrawal. You bear the direct cost of returning the goods.

Reimbursement. We will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we receive the goods back or you supply proof that you have sent them, whichever is earlier. We use the same payment method you used originally, and this costs you nothing.

Diminished value. You are liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Contact

Email: support@pawhealth.shop
Response time: within 1 business day

Last updated: 1 September 2026

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