Refund Policy

This policy describes the conditions for exercising the right of withdrawal and the refund methods provided by Help the Paws, in compliance with the Consumer Rights Act 2022 (Ireland) and the EU Consumer Rights Directive (2011/83/EU).

1. Right of withdrawal

If you are a consumer, you have the right to withdraw from the contract within 30 days of receiving the goods, without giving any reason.

2. How to exercise the right of withdrawal

To exercise the right of withdrawal, send a written communication to info@help-thepaws.com containing:

  • order number and purchase date;
  • first name, last name and address;
  • the item or items to be returned.

We will reply with return shipping instructions.

3. Return conditions

  • The product must be returned intact, unused and in its original packaging with all accessories.
  • The return must take place within 14 days of the withdrawal notification.
  • We recommend using a tracked shipping service; the goods travel at the sender's risk until we receive them.

4. Return costs

Unless otherwise indicated at order placement, direct return costs are borne by the customer.

5. Refund

Once the product has been received and verified, we will process the refund of the amount paid within 14 days, using the same payment method used for the purchase, unless otherwise agreed. The original shipping costs are refunded except for exceptions provided by law.

6. Exclusions

In accordance with the Consumer Rights Act 2022 (Ireland) and art. 16 of the EU Consumer Rights Directive, the right of withdrawal does not apply to:

  • products made to measure or personalised;
  • sealed products that, after opening, are not suitable for return for hygiene reasons;
  • digital content delivered without a physical medium if execution has begun with the consumer's consent.

7. Damaged or non-conforming products

If you receive a damaged or non-conforming product, contact us at info@help-thepaws.com within 7 days of receipt, attaching photos and a description of the issue. We will arrange the appropriate solution (replacement, refund) as required by law.