Refund policy
Returns & refunds
Last updated: 25 October 2026. Paw Life Labs is operated by Maxime Silvestre, 38 rue Jeanne d’Arc, 92600 Asnières-sur-Seine, France. Email: maxime.silvestre.shop1@gmail.com. Telephone: +33 7 66 84 31 20.
Our 90-day money-back promise
If the product is not right for you, contact us within 90 days of delivery with your order number. Send the complete kit back within 14 days of notifying us. Reasonable use to assess the product is allowed; please clean it and include all accessories. This voluntary promise does not restrict your statutory rights.
Your statutory right to cancel
For online purchases, you may cancel without giving a reason from ordering until 14 days after you receive the goods. Tell us clearly by email, contact form or post, then return the goods within 14 days. You may inspect the goods as you would in a shop. We may deduct an appropriate amount for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
Return address and costs
Contact us for return instructions. Unless we provide another address in writing, returns may be sent to Maxime Silvestre, 38 rue Jeanne d’Arc, 92600 Asnières-sur-Seine, France. You pay direct return postage for change-of-mind returns, including international postage to France. We pay reasonable return costs for faulty, damaged, incorrect or misdescribed goods. Keep proof of posting.
Refunds
Refunds go to the original payment method. For cancelled orders, we refund within 14 days of receiving the goods or evidence of sending them back, whichever is earlier. We also refund the cost of our least expensive standard delivery option, where paid. Bank processing time may follow. No restocking fee applies.
Faulty or incorrect goods
Contact us promptly if your order is faulty, damaged or incorrect. UK statutory rights include a short-term right to reject qualifying faulty goods within 30 days and, where applicable, repair, replacement, price reduction or a later right to reject. Nothing here limits those rights, including after the 90-day promise has expired.
Cancellation before dispatch
Contact us as soon as possible. If your parcel has already been dispatched, your applicable cancellation and return rights still apply. A return authorisation is not required to exercise statutory cancellation rights.