Refund policy

PAW BY FOUR: REFUNDS & RETURNS POLICY

Last updated: May 2026

At Paw by Four, we put a great deal of care into every product we create. We want you and your dog to have a genuinely positive experience with everything you purchase from us.

Please read this policy carefully before completing your purchase. By placing an order with us, you confirm that you have read and understood the terms below.

DIGITAL PRODUCTS

Our digital products include downloadable guides.  These are delivered electronically immediately upon purchase.

NO REFUNDS ON DIGITAL PRODUCTS

Due to the nature of digital downloads, we are unable to offer refunds or exchanges once a digital product has been accessed or downloaded. This is in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which provides that the right to cancel does not apply to digital content once downloading has begun, where you have given prior consent to this and acknowledged that your right to cancel will be lost.

By completing your purchase of a digital product, you confirm that:

  • You are requesting immediate access to the digital content

  • You understand and accept that your right to cancel under the Consumer Contracts Regulations 2013 will be lost once the download begins

  • You have read the product description and are purchasing the correct item

EXCEPTIONS

We will issue a full refund for a digital product only in the following circumstances:

  • The file is corrupted, defective, or cannot be opened and we are unable to provide a working replacement within a reasonable timeframe

  • You were charged for a product you did not purchase (invoicing error)

  • The product is materially different from its description on our website

If you experience any issues with a digital download, please contact us at support@pawbyfour.com within 14 days of purchase and we will do everything we can to resolve the problem.

PHYSICAL PRODUCTS

Unless it is a food item, our physical products are covered by your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

YOUR RIGHT TO CANCEL (UNUSED ITEMS)

If you change your mind about any physical product and it has not been used, you have the right to cancel your order within 14 days of receiving the item, without giving a reason. This is your statutory right under the Consumer Contracts Regulations 2013.

To be eligible for a return under this right:

  • The item must be unused, in its original condition, and in its original packaging

  • You must notify us of your wish to cancel within 14 days of receipt

  • You must return the item to us within 14 further days of notifying us

  • The cost of return postage is your responsibility unless we state otherwise

Once we receive and inspect the returned item, we will issue a full refund to your original payment method within 14 days. We reserve the right to make a deduction from the refund if the item shows signs of use or damage that reduces its value.

FAULTY, DAMAGED, OR INCORRECT ITEMS 

If your physical product arrives damaged, faulty or is not what you ordered, you are entitled to a remedy under the Consumer Rights Act 2015. Please contact us at support@pawbyfour.com within 30 days of receipt with:

  • Your order number

  • A description of the issue

  • Clear photographs showing the fault or damage

Depending on the nature of the issue, we will offer a replacement, repair or full refund, including the cost of return postage where applicable. We aim to resolve all such queries within 5 working days.

NUT BUTTERS

Our nut butters — including our peanut butter and cashew nut butter — are food products. As such, they are subject to specific exemptions under consumer law.

CHANGE OF MIND

We are unable to accept returns on nut butter products where you have simply changed your mind. Under the Consumer Contracts Regulations 2013, food products are exempt from the right to cancel where the goods are liable to deteriorate or expire rapidly, or where the hygiene seal has been broken after delivery.

This means we cannot accept returns on nut butter products that have been opened, partially used, or where the anti-tamper seal is broken.

FAULTY, DAMAGED, OR INCORRECT ITEMS

If your nut butter arrives damaged, leaking or is not what you ordered, please contact us at support@pawbyfour.com within 48 hours of delivery with:

  • Your order number

  • A description of the issue

  • Clear photographs of the product and packaging

We will assess each case individually and offer an appropriate remedy, which may include a replacement or refund. Due to the perishable nature of food products, it is important that you contact us promptly so that we can resolve the issue effectively.

ALLERGEN RESPONSIBILITY 

Full ingredient and allergen information is provided on each product listing and on the product label. It is your responsibility to check this information before purchasing. We are unable to accept returns on the basis of allergies or intolerances where this information was made available prior to purchase.

HOW TO REQUEST A REFUND OR RETURN

To initiate a refund or return, please get in touch with us using the details below. We will always try to resolve your query as quickly and fairly as possible.

  • Email: support@pawbyfour.com

  • Please include your order number, a description of the issue, and any relevant photographs

  • We aim to respond to all queries within 2 working days

Please do not return any items without contacting us first, as unauthorised returns may not be accepted.

PROCESSING YOUR REFUND 

Where a refund is approved, it will be issued to your original payment method. Please allow:

  • Up to 5 working days for us to process the refund from our end

  • A further 3–5 working days for the funds to appear in your account, depending on your bank or payment provider

We are unable to issue refunds to a different payment method than the one used for the original purchase.

YOUR STATUTORY RIGHTS

Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you are unsure of your rights, you can seek independent advice from Citizens Advice (citizensadvice.org.uk) or the Citizens Advice consumer helpline.

CONTACT US 

If you have any questions about this policy or your order, we would love to hear from you.

  • Email: support@pawbyfour.com

  • Website: pawbyfour.com

  • Brand: Paw by Four, Enniskillen, Northern Ireland

We are a small, independent brand and we genuinely care about every customer who chooses Paw by Four. If something has not gone as expected, please reach out — we will always do our best to make it right.