Refund & Returns Policy
Our 90-day guarantee
Every order is backed by a 90-day money-back guarantee. If it isn't right for you, or you're not happy for any reason, contact us within 90 days of delivery and we'll refund you in full. You don't need to justify the decision.
This guarantee is offered voluntarily and sits on top of your statutory rights. It does not limit or replace them.
Your statutory right to cancel (UK and EU customers)
If you are a consumer in the United Kingdom or the European Union, you have a legal right to withdraw from your purchase within 14 days of the day you, or someone you nominate, receive the goods, without giving any reason.
To exercise this right, tell us clearly that you wish to cancel, by email to support@softpawsco.com, before the 14-day period expires. You may use the model withdrawal form, but you are not required to.
If you cancel under this right 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 are informed of your decision. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them, whichever is earlier. You are responsible for the direct cost of returning the goods, and for any diminished value resulting from handling beyond what is necessary to establish their nature and characteristics.
How to start a return
Email support@softpawsco.com with your order number and a short note about the problem. We'll reply with return instructions, including where to send the item if a physical return is needed. Please don't ship anything back before contacting us, as unannounced returns can't always be matched to an order.
Condition of returned items
We expect returned items to have been used. That is the point of the guarantee, and normal signs of use will not affect your refund. We can't accept items that have been deliberately damaged, or that are returned in a condition posing a hygiene risk.
Damaged or faulty on arrival
If your order arrives damaged or has a manufacturing fault, email us within 14 days of delivery with a photo. We'll send a replacement or refund you in full, at your choice, and we'll cover return shipping. Faulty goods are also covered by your statutory rights, which last longer than our guarantee window.
Refund method and timing
Refunds are issued to the original payment method. Once approved, we process refunds within 3 business days. How quickly the money appears depends on your bank or card issuer, typically 5 to 10 business days.
Replacement mats
Replacement mat sets are sold as a one-off purchase and are covered by the same 90-day guarantee as every other order. We don't run any subscription, so nothing recurring is charged to your card. If we ever introduce one, we'll publish the terms here first, and it will have no minimum term and be cancellable at any time.
Orders that haven't shipped
If you change your mind before dispatch, email us and we'll cancel the order and refund you in full. If it has already shipped, treat it as a return under the sections above.
Contact
Email: support@softpawsco.com. We aim to reply within one business day.
SoftPawsCo
11076 Venture Dr
Jurupa Valley, CA 91752
United States
This is our business address, not a returns address. Please email us before returning anything so we can send you the right destination.