Refund, Return & Exchange Policy

Change of Mind

If you change your mind, you may request a return or exchange within 14 days of delivery, in line with UK consumer law.

Return Requirements

To be eligible for a return or exchange, items must:

• Be unused and returned in their original condition.
• Be returned complete with all original retail packaging, accessories and components, where applicable.
• Be packaged inside a separate mailing bag or box. Please do not attach postage labels, tape or courier documents directly to the product or its retail packaging.
• Include a note inside the parcel with your order number.
• Be returned at your own cost unless the item is faulty, damaged or incorrect.

Customers are responsible for packaging returned items appropriately to prevent damage during transit.

Returns received with missing or damaged products, retail packaging, accessories or components may not be eligible for a full refund.

We recommend using a tracked delivery service and keeping proof of postage until your return, exchange or refund has been completed.

Exchanges

If you would like to exchange an item for a different size, please contact us within 14 days of delivery.

Replacement items will be dispatched once your original item has been received and approved.

Damaged, Defective or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible so we can assess the issue and put things right.

Non-Returnable Items

We cannot accept returns or exchanges for:

• Sale items

  (items purchased at a reduced or marked-down price) cannot be returned or exchanged. This does not apply to items purchased at full price using a promotional discount code.)

• Gift cards
• Used or worn items
• Items returned in a condition that makes them unsuitable for resale

Refunds

Once your return has been delivered to us, please allow up to 10 business days for us to process your return. If your return is in line with our Return and Refund Policy, your refund will be issued to your original payment method. Your bank or payment provider may then take up to 10 additional business days to process the refund. 

Original shipping costs are non-refundable unless the item was faulty, damaged or incorrect.

If more than 15 business days have passed since your return arrived with us and you haven’t heard from us, please contact us at info@alpinepaws.co.uk.

How to Start a Return or Exchange

Email info@alpinepaws.co.uk with:

• Your order number
• The item(s) you wish to return or exchange
• Reason for return
• Whether you would like a refund or an exchange

We’ll confirm the return address and provide any further instructions.