Refund policy

At Prime Paws, your satisfaction and your pet’s well-being are our top priorities. Because our products are frozen, perishable goods, we have to follow strict rules to ensure food safety. Please read our policy carefully before placing an order.

No Returns on Perishable Items
For health and safety reasons, we cannot accept returns of raw or frozen pet food once it has left our facility. Please ensure you order the correct items and quantities before completing your purchase.

Damaged, Incorrect or Spoiled Orders
If your order arrives damaged, thawed or incorrect:

• Take clear photographs of the packaging and product on arrival
• Contact us within 24 hours of delivery at admin@primepaws.co.uk with your order number and photos.
• We will arrange a replacement or refund where appropriate.

Exceptions / non-returnable items 
We dispatch all orders via next-day delivery, with insulated packaging designed to keep products frozen for up to 24 hours in transit.

• If your delivery is delayed due to a courier error and arrives thawed, please contact us with photos, and we will assess on a case-by-case basis.
• If delivery fails because no one was available to accept the parcel and no safe place was specified, we cannot be held responsible for spoilage.

Cancellations & Changes
Orders can be cancelled or amended up until dispatch. Once shipped, orders cannot be cancelled as the goods are perishable.

Refund Processing
We will notify you once we’ve inspected your enquiry, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method within 5-7 business days. Please remember it can take some time for your bank or credit card company to process the refund. 

Contact us
If more than 15 business days have passed since we’ve approved your refund or if you have any further questions, please contact us at admin@primepaws.co.uk.