Refund & Return Policy
Last updated: 05 March 2026
This Refund & Return Policy applies to all purchases made from Pawchiqq, operated by Masamss Limited (company number 17001367), registered at 167 Strathmore Crescent, Newcastle Upon Tyne, England, NE4 8UA.
1. Your statutory rights
Nothing in this policy affects your legal rights under UK consumer law. As an online shopper in the UK, you generally have a 14‑day “cooling‑off” period to change your mind for most online purchases, plus a further 14 days to return the goods once you’ve told us you want to cancel.
2. Change of mind – 30‑day returns
We offer a 30‑day return window from the date you receive your order for most products, provided they are returned unused and in their original condition.
To be eligible for a return, items must be:
unused and unworn
in the original packaging with all tags and labels attached
free from pet hair, odours, stains, or damage
Returns that do not meet these conditions may be refused or subject to a partial refund at our discretion.
(Example: A dog bed that has been slept in or a toy that has visible chew marks will not be accepted as an unused item.)
3. Items that cannot be returned
For hygiene and safety reasons, we are unable to accept returns for certain pet products once they have been used, damaged, or are not in a resaleable condition. This includes, for example, used pet beds, bowls, collars and harnesses that show signs of wear, or toys that have been chewed. This is in addition to any statutory exclusions that may apply under UK law for hygiene‑sensitive items.
Faulty or not‑as‑described items are treated separately – see section 5.
4. How to start a return
To start a return, please contact us within 30 days of receiving your order by emailing masamslimited@gmail.com with:
your full name
order number
details of the item(s) you want to return
clear photos if the item is damaged or faulty
We will reply with instructions on where and how to send your parcel back. Please do not send any items back before contacting us, as we may be unable to process your refund correctly.
5. Faulty, damaged, or incorrect items
If your item arrives faulty, damaged, or not as described, please contact us as soon as possible (ideally within 48 hours of delivery) with photos of the issue.
Where an item is confirmed to be faulty or not as described, you are entitled to a free return and a full refund or replacement in line with UK consumer law, provided you notify us within a reasonable time.
In these cases:
We will cover the reasonable cost of return shipping (or arrange collection where possible).
You may choose a replacement item (subject to stock availability) or a full refund to your original payment method.
6. Return shipping costs
For change‑of‑mind returns (where the product is not faulty and is as described), you are responsible for the cost of returning the item to us, unless we explicitly state otherwise in writing.
For faulty, damaged or incorrect items, we will refund reasonable return shipping costs or provide a pre‑paid return label, in accordance with your legal rights.
We strongly recommend using a tracked postage service and keeping proof of postage, as you are responsible for the item until it reaches us.
7. Condition of returned items
We reserve the right to inspect all returned items. If an item is returned to us used, damaged, or in a condition that means it cannot reasonably be resold, we may:
refuse the refund, or
offer a partial refund only, reflecting the reduced value of the item, as permitted under UK law.
In such cases, we may also ask you to pay the cost of returning the item back to you if you want it returned.
8. Refund process and timing
Once we receive and inspect your return, we will email you to confirm approval or rejection of your refund.
Approved refunds will be processed to your original payment method (for example, card or Shopify Payments) within 5–7 business days.
Your bank or card issuer may take additional time to make the funds available in your account.
Under UK law, refunds for online purchases should be made within 14 days of receiving the returned goods or proof that they were sent back. We aim to process refunds as quickly as possible within this timeframe.
9. Exchanges
At the moment, we do not offer direct product exchanges. If you would like a different size, colour, or item, please:
Follow the steps above to return your original item for a refund.
Place a new order for the replacement item you would like.
10. Orders not received / delivery issues
All orders are dispatched within 3 working days and typically delivered within 5–7 working days after dispatch within the UK, using trusted UK couriers. If your order has not arrived within 10 working days of dispatch, please contact us so we can investigate with the courier.
If a parcel is confirmed as lost by the courier, we will either resend your order or issue a full refund, depending on your preference and stock availability.
11. How to contact us
If you have any questions about this Refund & Return Policy or need help with a return, please contact us:
Email: masamslimited@gmail.com
Phone/WhatsApp: +44 7985 297868
Masamss Limited
167 Strathmore Crescent, Newcastle Upon Tyne, England, NE4 8UA