Return & Refund Policy — PawKu

Last Updated: October 2026

At PawKu, our goal is to offer you top-notch products and exceptional customer support. Your satisfaction is our priority, and that's why we have a 30-day return and refund guarantee in place. If you're not happy with your purchase for any reason, please get in touch with us at vellotradingltd@gmail.com.

Cancellation Policy

Any modifications or cancellations to an order must occur within 24 hours of placing it. After this period, we may not be able to fulfil your request as the order may have already entered processing. Should you cancel within 24 hours, your refund will be processed within 10 business days.

Return Policy

We proudly offer a 30-day return window from the date of delivery. We accept returns on both used and unused items within this period, provided the return reason is valid (e.g. item not as described, faulty, or unsatisfactory).

• Items must be returned within 30 days of delivery
• Original packaging is preferred but not always required
• We do not accept returns for items damaged through misuse or deliberate damage
• If you return an item outside the 30-day window without prior approval, we reserve the right to charge a restocking fee of up to 25% of the purchase price

How to Start a Return

• Email us at vellotradingltd@gmail.com within 30 days of delivery
• Include your order number and reason for return
• Our team will approve your return and provide further instructions
• Include your order number and name inside the return package
• Customers bear return shipping costs, except for items that arrive damaged or faulty
• Original shipping costs are non-refundable

Refund Processing

Once we receive your return, we may take up to 10 business days to inspect the item(s). Once confirmed in acceptable condition, please allow up to 10 business days from confirmation for the refund to be processed back to your original payment method.

If you have not received your refund after this period, please contact your bank or financial institution first, then reach out to us if the issue persists.

All refunds are processed in British Pounds Sterling (£GBP).

Damaged Items

We carefully package all products to prevent damage during shipping. An item is considered damaged if it has a manufacturing defect or is physically broken upon arrival.

• If your item arrives damaged, inform us within 48 hours of delivery
• Email us with a clear photo of the damage
• We will arrange a free replacement or full refund at no cost to you
• Damaged packaging (e.g. dented boxes) with the product in good condition is not considered damage

Product Concerns

We take product safety seriously. Please follow all usage instructions provided with your product. If you experience any discomfort or issue while using our products, discontinue use immediately and contact us. We will help you address any concerns promptly.

Shipping & Delivery

While we aim to deliver your order promptly, we cannot be held responsible for shipping or delivery delays beyond our control, including delays caused by the courier, customs, or other external factors. If you encounter any delivery issues, please contact the courier directly. We are not responsible for lost, stolen, or delayed packages.