Refund policy
RETURNS & REFUNDS POLICY
Last updated: 29 July 2026
At Beni Paws, we want you and your pet to be happy with every purchase. This Returns & Refunds Policy explains how return requests, damaged or incorrect items, refunds and store credit are handled.
1. CHANGE OF MIND RETURNS
Eligible items may be returned within 7 days of delivery.
To be eligible for a change of mind return, the item must be unused, unworn where applicable, in its original condition and original packaging, and accompanied by proof of purchase.
Approved change-of-mind returns are eligible for store credit rather than a refund to the original payment method, except where a refund is required by applicable law.
To request a return, contact us at info@benipaws.com within 7 days of delivery.
Please do not send any item to our registered office, a supplier, fulfilment centre or any other address without first receiving return instructions from Beni Paws.
Unauthorised returns may not be accepted or processed.
2. RETURN SHIPPING
For an approved change of mind return, the customer is responsible for return shipping costs unless otherwise stated by Beni Paws or required by applicable law.
Original shipping charges, if any, are generally non-refundable for change of mind returns, except where required by applicable law.
We recommend retaining your return shipping receipt and tracking information until your return has been resolved.
3. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order after delivery.
If an item arrives damaged, defective, or different from what you ordered, contact us as soon as reasonably possible at info@benipaws.com and provide your order number together with a description of the issue.
We may request photographs, video, packaging information or other reasonable evidence so that we can investigate the issue with the relevant fulfilment or delivery provider.
Where a claim is verified, we will provide an appropriate remedy, which may include a replacement or a refund to the original payment method, as appropriate and subject to applicable law.
We will provide return instructions if a physical return is required. In some cases, a return may not be necessary.
Beni Paws will not require the customer to bear return shipping costs where an item must be returned because it was delivered damaged, defective or incorrect, except to the extent otherwise permitted by applicable law.
4. ORDERS THAT ARE NOT DELIVERED
If an order is not delivered, please contact us at info@benipaws.com so that we can investigate the shipment.
Where an order cannot be delivered or is determined to be lost and a refund is due, any required refund will be made to the original payment method rather than issued solely as store credit.
Nothing in this Policy limits any rights you may have under applicable law in relation to goods that are not delivered.
5. STORE CREDIT
Where a change of mind return is approved for store credit, the applicable store credit will normally be issued within 3 business days after the returned item has been received and inspected.
Store credit may be used toward eligible future purchases from Beni Paws and is not redeemable for cash, except where required by applicable law.
6. NON-RETURNABLE ITEMS
Certain products may not be eligible for change of mind returns, including:
• personalised or customised products;
• gift cards;
• products specifically identified as final sale before purchase; and
• certain sealed hygiene or pet-care products once opened, where returning the product would be inappropriate for health or hygiene reasons.
This section does not exclude remedies that may be available where an item is damaged, defective, incorrect, misdescribed or where applicable law otherwise requires a remedy.
If you are unsure whether your item is eligible for return, contact us before sending it.
7. EXCHANGES
We do not currently offer direct exchanges.
For eligible change of mind returns, approved store credit may be used toward a new purchase.
Where an item is damaged, defective or incorrect, we may offer a replacement as part of the resolution where appropriate.
8. RETURN AUTHORISATION
All returns must be authorized by Beni Paws before they are sent.
To begin a return or report a problem, email:
info@benipaws.com
Please include your order number and the reason for your request.
If your request is approved and a physical return is necessary, we will provide the applicable return instructions.
Do not send returns to the BENI PAWS LTD registered office unless we expressly instruct you in writing to do so.
9. REFUND PROCESSING
Where a refund to the original payment method is approved or required, it will be submitted to the original payment method.
After we issue a refund, your bank, card issuer or payment provider may require additional time to process and display the credit in your account. Processing times are controlled by the relevant financial institution or payment provider.
10. CANCELLATIONS
If you wish to cancel an order, contact us as soon as possible at info@benipaws.com.
We cannot guarantee cancellation once an order has entered processing or fulfilment.
If an order cannot be cancelled because it has already entered fulfilment, any available return options will be governed by this Policy and applicable law.
11. YOUR LEGAL RIGHTS
This Policy is intended to describe Beni Paws' commercial returns process. It does not exclude, restrict or replace any consumer rights or remedies that cannot lawfully be excluded or limited under applicable law.
Where applicable law gives you rights that are more favorable than the terms of this Policy, those legal rights will apply.
12. CONTACT US
For questions about a return, refund, damaged or incorrect item, or this Policy, contact:
BENI PAWS LTD
Trading as Beni Paws
Company No. 17367522
Registered in England and Wales
Email: info@benipaws.com
Website: benipaws.com
Registered Office:
College House, 2nd Floor
17 King Edwards Road
Ruislip
London
HA4 7AE
United Kingdom
The registered office is not a customer returns address. Please do not send products to this address unless Beni Paws expressly instructs you to do so.