Refund policy

What you can return

Any product, within 30 days of delivery, that is: - Unused and in its original condition - In the original packaging (with all original components) - Hygienic — for items where this matters (worn collars, used grooming tools, opened treats), please contact us first to discuss

What you cannot return

  • Opened food, treats, or consumables — for safety and hygiene reasons, we cannot resell these. If something arrived damaged, contaminated, or your dog had an adverse reaction, write to us — we'll refund, no return needed.
  • Personalised items (custom embroidery, made-to-order items) — these are made specifically for you.
  • Items damaged through use — if the harness failed in your dog's third week of pulling, that's a warranty conversation (see below), not a return.

How to return

  1. Email info@fgpaws.com with your order number and which item(s) you want to return.
  2. We'll send you a return label by email — usually within 24 hours, often the same morning. Returns within the EU are handled by our logistics partner; you drop the parcel at any accepted carrier point.
  3. Pack the item in its original packaging, attach the label.
  4. Drop the parcel. The warehouse receives it and confirms condition.
  5. Refund issued within 5–10 working days of receipt, to the original payment method.

Return shipping cost

  • Faulty, damaged, or wrong item shipped: we pay for return shipping.
  • Change of mind / not the right fit: return shipping is yours. Typical cost €4.95–€9.95 depending on country.

If return shipping cost is a deal-breaker for the size of the item, write to us — we sometimes write it off if it's the right call for the customer.

Refunds

Refunds go to the original payment method: - Card payments: 5–10 working days from when the warehouse receives the parcel - PayPal: usually 1–2 working days - Klarna / Buy now pay later: processed through Klarna, follow their email instructions

You'll get an email confirming the refund has been issued. If your bank takes longer than the above to show it, contact them directly — the payment is released from our end.

Exchanges

The fastest way to exchange is to: 1. Return the original item (refund issued on receipt) 2. Place a new order for the size or item you actually want

This avoids the back-and-forth of holding stock against your return.

Warranty / defective items

If a product fails within its expected lifetime — a stitched seam comes apart in the first weeks, a feeder cracks under normal use, a leash clip pops open — it's a warranty issue, not a return. Email us with a photo. Most manufacturers we work with cover this. We'll either refund, replace, or repair, depending on what makes sense.

The brands we stock generally honour their products. We don't stock anything we wouldn't expect to last.

EU consumer rights

If you're an EU consumer, you have a 14-day right of withdrawal under Directive 2011/83/EU. Our 30-day policy is more generous than this and applies in addition to your statutory rights. Nothing in this policy limits or affects those rights.

For full details on EU consumer rights, see the European Consumer Centre Portugal.

Last updated: 1 June 2026.

Honest exchange policy is part of our brand promise. If you ever feel a return was handled badly, write to Justin at info@fgpaws.com — that's the kind of feedback we want.