Refund policy

Effective Date: 27 July 2025

This Refund and Returns Policy outlines your rights and our obligations under UK law when you shop online at www.lilliphut.co.uk, operated by Pawz Please.

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015, you are entitled to cancel your contract with us within 30 days of receiving your goods.

To exercise your right to cancel:

  • You must notify us within 30 days of receiving your order.
  • Your notification must be made in writing and include:
    • Your full name
    • Geographical address
    • Order number and items to be returned
    • Email address and/or phone number (if available)

You can contact us at:
Email: support@pawzplease.com
Mail: Customer Services, LillipHut UK, 50a Netheravon Road, London, W4 2NA

2. Returning Your Items

If you cancel your order, you must return the goods to us at your own cost within 30 days of cancellation. Items must:

  • Be unused and in their original packaging
    • By original packaging we mean:
    • You’ve kept all original packaging and labels in good condition and the product can be resold at full price.
    • You haven’t used the product.
    • The product contains no personal data and isn’t registered to a user.
  • Be in resellable condition
  • Include proof of purchase (e.g., order confirmation)

Returns should be posted to:
LillipHut UK Returns
50a Netheravon Road
London
W4 2NA
United Kingdom

Please note that return shipping costs are non-refundable, unless the item arrived faulty or incorrect.

If you choose to return your item using untracked delivery, we cannot be held responsible if the item goes missing on its return.

3. Refund Process

Once we receive and inspect the returned items, we will issue a refund using the original payment method.

Refunds will include:

  • The full product price
  • The original delivery cost (excluding any extra charges for expedited delivery)

We may deduct from the refund if:

  • The returned goods show signs of unnecessary handling that reduces their value
  • Items are incomplete or damaged due to misuse

Refunds will be processed within 14 days of receiving the returned items.

4. Exclusions to the Right to Cancel

Your right to cancel and return does not apply to:

  • Purchases received over 30 days ago
  • Items you’ve opened or unsealed, other than where necessary to inspect
  • Items without the original packaging or labels
  • Items or packaging in poor condition
  • Items that contain your personal data or have been registered with the manufacturer
  • Products that are made to measure or personalised
  • Items that are sealed for hygiene reasons and have been unsealed (e.g. pet grooming tools)
  • Perishable or rapidly expiring goods (if applicable)

This does not affect your statutory rights where items are faulty or not as described.

5. Faulty or Damaged Goods

If your product arrives damaged, or develops a manufacturing fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it. Please disable any security features and remove your personal data.

Please contact us with:

  • Photographs of the product and packaging
  • Your order number

After 30 days, we’ll either repair, or offer a replacement, or offer a full refund including any delivery charges incurred.

None of the above exclusions affect your statutory rights, in particular your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

6. Order Security and Liability

We take every reasonable precaution to protect your order and payment details. However, in the absence of negligence on our part, we cannot be held liable for any losses you may suffer if a third party gains unauthorised access to your data during your use of the website.

7. Order Acceptance and Non-Acceptance

A contract between you and Pawz Please is only completed upon dispatch of your goods. You may receive an acknowledgment or confirmation email before this, but these do not constitute order acceptance.

We reserve the right to decline or cancel any order for reasons including, but not limited to:

  • Product unavailability
  • Payment authorisation failure
  • Pricing or description errors
  • Order eligibility concerns

If payment has been taken prior to non-acceptance, a full refund will be issued. Refunds may take up to 14 days to appear in your account.

8. Contact Us

If you have any questions or concerns regarding your return or refund, contact us: