Shipping & Returns
UK shipping
- Free standard delivery on orders over £35 (2–3 working days).
- Standard delivery £3.99 on orders under £35.
- Next-day delivery £5.99 — order before 2pm Mon–Fri.
- Dispatched from our UK warehouse within 24 hours.
International
We currently ship across the UK and Republic of Ireland. EU shipping coming soon.
30-day money-back guarantee
If your dog isn't visibly happier within 30 days, email hello@pawmedix.co.uk and we'll refund you in full. Keep the bag — pass it to a friend's dog.
Subscriptions
Skip, pause or cancel anytime from your account — no phone calls, no fuss.
Returns & refunds FAQ
Everything you need to know about our 30-day guarantee, exact timelines and how to get your money back.
How long do I have to request a refund?
You have 30 days from the date your order is delivered to request a refund under our money-back guarantee. Email hello@pawmedix.co.uk with your order number — no photos, forms or returns required.
When will my refund actually appear?
Approved refunds are issued to your original payment method within 2 working days of your request. Your bank or card provider then typically takes a further 3–5 working days to post the funds — so allow up to 7 working days end-to-end.
Do I need to send the product back?
No. Our guarantee is no-return — keep the bag, finish it, or pass it to a friend's dog. We don't accept returns on opened supplements for hygiene reasons.
Can I return an unopened, unwanted product?
Yes. Unopened products in their original packaging can be returned within 14 days of delivery for a full refund of the product price (you cover return postage). Email us first so we can issue a return reference.
What if my order arrives damaged or incorrect?
Email hello@pawmedix.co.uk within 48 hours of delivery with a photo of the item and the outer packaging. We'll send a free replacement within 1 working day — no return required.
How do I cancel or refund a subscription order?
Cancel or skip future orders anytime from your account. Already-shipped subscription orders are covered by the same 30-day money-back guarantee. Refunds on cancelled subscriptions are processed within 2 working days.
Do you refund shipping costs?
Original delivery charges (£3.99 standard or £5.99 next-day) are refunded only if the order was faulty, damaged or sent in error. Money-back guarantee refunds cover the product price only.
What if my parcel is lost in transit?
If tracking hasn't updated for 5 working days after dispatch, contact us. We'll open a carrier investigation and dispatch a replacement within 2 working days — you won't have to wait for the investigation to close.
Refund timeline at a glance
- · Request received → reviewed within 1 working day
- · Refund issued to card → within 2 working days of approval
- · Funds visible in your account → 3–5 working days after that
- · Total end-to-end → typically 5–7 working days