Refund / Canellation Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@poochesandpaws-petfirstaid.co.uk. If your return is accepted, instructions on how and where to send your package will be provided. Postage costs are not covered and will be at your own expense or return to the store. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at
Damaged Items
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and rectify it accordingly.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method minus the shipping costs. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Cancellations / Rescheduling
For product sales, orders cannot be cancelled. If you have placed an order in error please contact us immediately. If the order has not been dispatched we may able to alter the order at our discretion.
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Your statutory rights under the Consumer Rights Act 2015 and other UK law are not affected by these Terms.
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Physical first aid kits: You have a 14-day cooling-off period from the day you receive the goods to cancel for any reason. You must return the items at your cost in unused, resalable condition. We will refund the price plus standard delivery costs once we receive the returned goods.
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In-person courses:
Cancellations:
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Cancellations made more than 7 days before the course start date are eligible for a full refund.
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Cancellations made between 6 days and 72 hours before the course start date are eligible for a 50% refund.
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Cancellations made less than 72 hours before the course start date are non-refundable.
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Rescheduling:
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You may reschedule your booking once to a new date with no extra charge.
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Rescheduling more than once may incur a £25 rescheduling fee.
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When rescheduling, you must select a new date and time that falls within 3 months of your original booking date.
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Requests to reschedule to a date more than 3 months from the original booking date are not automatically permitted and will be considered at our sole discretion. Approval depends on availability, with no guarantee of acceptance.
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If we are unable to accommodate a request beyond the 3-month window, the original booking will be subject to our standard cancellation policy.
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Please contact us as soon as possible if you have any problems with your booking date. We will do our best to accommodate you.
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Online courses via ProTrainings:
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Because this is digital content, the 14-day cooling-off right is waived once you begin accessing the course on the ProTrainings platform. By proceeding to access the materials you give explicit consent to immediate supply and accept that you will lose the right to cancel and obtain a refund from us. Refunds for online courses will only be considered in exceptional circumstances (e.g. technical failure on our side preventing access and no alternative provided).
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For faulty, misdescribed, or non-compliant courses or products, you have additional rights under UK consumer law. Please contact us promptly.
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Please contact us at support@poochesandpaws-petfirstaid.co.uk if you would like to reschedule the date of your course.