Refund policy
Last updated: 06/07/2026
We want you and your dog to be happy with your Supa Paws order. This page explains how returns, exchanges, and refunds work, whether you've simply changed your mind, or something arrived faulty or wrong.
This page is a summary for customers. It doesn't replace or override our full Terms and Conditions, which remain the legally governing document.
There are two different situations covered below — they work differently, so start with whichever matches you:
-
I changed my mind — you no longer want the item, nothing is wrong with it.
- Something's wrong with my order — it arrived faulty, damaged, or not what you ordered.
1. Changed my mind — 14-day right of withdrawal
If you're a consumer shopping from the EU, you have the right to withdraw from your order within 14 days, without giving any reason.
How the 14 days are counted: from the day you (or someone you nominate) receive the goods.
How to start a return:
- Through your account (recommended): log in to My Account and click Request Return next to the relevant order. This is the fastest way you'll get a decision without waiting on email.
- By email: write to info@supapaws.com with your order number and which item(s) you're returning.
- By form: complete our withdrawal form and send it to the address below.
Sending the item back: once you've told us you're withdrawing, you have 14 days to post the item back. It's considered on time as long as it's shipped before the 14 days are up.
Return address: As You Wish Sp. z o.o. ul. Andrzeja Struga 78, budynek B 90-557 Łódź, Poland
Who pays for return shipping: for a change-of-mind return, the cost of sending the item back is yours to cover, unless we've said otherwise for a specific promotion.
Condition: items should be returned unused, unwashed, with tags attached, and in their original packaging where possible. You're liable for any reduction in value caused by handling the item beyond what's needed to check its nature and features (i.e. more than you'd do in a shop).
Refund: once we receive the item (or you provide proof it's been shipped), we refund the full price plus the original standard delivery cost, within 14 days. If you chose a more expensive delivery option than our standard one, we only refund the standard amount. Refunds go back to your original payment method.
2. Faulty, damaged, or wrong item
If your item arrives damaged, faulty, or different from what you ordered, this is a different process — it's a legal warranty claim, not a change-of-mind return, and we cover the shipping costs both ways if the claim is upheld.
How to report it:
- Email info@supapaws.com with your order number, a description of the issue, and a photo if possible.
- Or complete our complaint form and send it to us by post or email.
What happens next: we aim to resolve every complaint within 14 days of receiving it. Depending on the issue, you can request a repair, a replacement, a price reduction, or — if we can't fix it within a reasonable time — a full refund.
Shipping costs: if your complaint is upheld, we cover the cost of you sending the item back to us and of us sending back a replacement. If we determine there's no fault (e.g. normal wear and tear), we may ask you to cover the shipping costs.
Items that can't be returned
- Items marked as final sale at the time of purchase
- Items must be returned in like-new condition to be accepted: unused, unwashed, free of pet hair/odor, with tags attached and original packaging intact. We can't accept returns that show signs of wear, use, or damage — this includes items with scratches or marks on hardware, chewed or scuffed material, or any indication the item has been used by a pet.
Questions
If anything here is unclear, or your situation doesn't quite fit either case above, just email us at info@supapaws.com — we'll sort it out.