Refund policy
Returns, Exchanges & Refund Policy
Last updated: September 2026
We hope you love your Trinkety Paws order. If something isn't quite right, this policy explains your rights and how returns, exchanges and refunds are handled.
Nothing in this policy affects your statutory rights under UK consumer law.
Standard Products – Change of Mind
If you purchase an eligible standard product online, you have the right to cancel your order within 14 days of receiving it without giving a reason.
To exercise this right, please contact us at info@trinketypaws.co.uk within 14 days of receiving your order.
Once you have notified us that you wish to cancel, you have a further 14 days to return the item to us.
Returned products should be sent to:
Trinkety Paws Ltd
Unit 4, Tower Court
Irchester Road
Wollaston
Northamptonshire
NN29 7PJ
United Kingdom
Unless the product is faulty, incorrect or not as described, you are responsible for the cost of returning it to us. We strongly recommend obtaining proof of postage and using a tracked service.
You may handle and inspect a product as you reasonably would in a shop. If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and suitability, resulting in a loss of value, we may make an appropriate deduction from the refund where permitted by law.
Refunds
For eligible cancelled orders, we will refund the price paid for the returned product.
Where you are cancelling the whole order under your statutory cancellation rights, we will also refund the cost of our least expensive standard delivery option. If you chose an enhanced or express delivery service, any additional amount paid above our standard delivery charge is not refundable.
Refunds will be made to the original payment method and processed within 14 days of receiving the returned goods, or within 14 days of you providing satisfactory evidence that the goods have been returned, if earlier.
We do not charge a restocking fee for returns made under your statutory cancellation rights.
Exchanges
We are happy to offer exchanges on eligible standard products, subject to availability.
Please contact us within 14 days of receiving your order before returning an item for exchange.
Unless the item supplied was faulty, incorrect or not as described, the customer is responsible for the cost of returning the original item and any applicable postage charge for sending the replacement item.
Custom, Personalised & Made-to-Measure Products
The statutory right to cancel for change of mind does not apply to goods made to your specifications or clearly personalised.
This includes, where applicable:
- Design Your Own products created to your selected custom specification;
- products personalised with names, telephone numbers, wording or other customer-specific details;
- made-to-measure products manufactured using measurements supplied specifically for your dog;
- bespoke or specially commissioned products manufactured to an individual specification; and
- other products that have been clearly customised or personalised specifically for you.
These products cannot be returned, exchanged or cancelled for change of mind once production has begun.
This exclusion does not affect your statutory rights if a personalised, bespoke or made-to-measure product is faulty, not as described or has not been made in accordance with the specification agreed with us.
Please check all measurements, spelling, telephone numbers, colours and other custom selections carefully before submitting your order. We manufacture personalised products using the information supplied by you.
Standard Made-to-Order Products
Many Trinkety Paws products are handcrafted after an order is placed. A product being made after you order it does not, by itself, mean that it is excluded from your statutory cancellation rights.
Standard products that have not been personalised or manufactured to a genuinely customer-specific specification remain subject to the cancellation rights described above where applicable.
Sale, Promotional & Clearance Products
Purchasing an item at a reduced or promotional price does not affect your statutory rights.
Eligible standard sale products purchased online remain subject to applicable cancellation rights.
Where a clearance item has been clearly identified before purchase as having a particular cosmetic imperfection or defect, that disclosed issue will not subsequently be treated as an undisclosed fault. Your other statutory rights remain unaffected.
Faulty, Damaged or Incorrect Products
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible at info@trinketypaws.co.uk with your order number and, where helpful, photographs showing the issue.
Goods supplied by us must be as described, of satisfactory quality and fit for purpose as required by UK consumer law.
Depending on the circumstances and your statutory rights, we may offer a refund, repair or replacement.
Where we have supplied a faulty, incorrect or misdescribed product, we will cover reasonable return costs where a return is required.
Our own warranty or guarantee does not replace or limit your statutory consumer rights.
Normal Wear, Damage & Product Care
Our products are designed for normal use but no pet accessory is indestructible.
Normal wear and tear, cosmetic deterioration through use, damage caused by chewing, misuse, inappropriate storage, failure to follow care instructions or damage caused by circumstances outside a manufacturing defect are not normally considered product faults.
Hardware finishes can also be affected by environmental conditions and use. Please follow the care guidance supplied with your product and inspect pet accessories regularly for signs of wear or damage.
This section does not limit your statutory rights where a product is genuinely faulty.
Returning Products
Before returning an item, please contact:
Please include:
- your name;
- order number;
- product being returned; and
- whether you are requesting a return, exchange or reporting a fault.
Please include your name and order number inside your return parcel.
We cannot accept responsibility for customer returns that are lost before reaching us, so we recommend retaining proof of postage.
Questions
If you have any questions about a return, exchange or product issue, please contact us at: