DEVOLUCIONES

Last updated: 27 August 2026

This policy applies to purchases made directly from MODAPAWS LTD through modapaws.com.

Nothing in this policy limits any rights or remedies you have under consumer law.

At a glance

• Return for a refund: Request it within 60 days of delivery. You are responsible for the return-shipping cost unless the law requires otherwise. Start a return
• First size exchange: Your first size exchange of the same product per original order is free and includes one prepaid return label plus standard replacement delivery. Start a size exchange
• Later size exchanges: You are responsible for the return-shipping cost unless the law requires otherwise.
• Problem with your order: If we sent the wrong item or size, or the goods are faulty, damaged or misdescribed, MODAPAWS LTD covers the reasonable return cost and your statutory rights apply.

Our 60-day voluntary return policy

In addition to your statutory rights, you may request a return for a refund within 60 calendar days of receiving your order.

To qualify under this voluntary policy, an item must be:

• unused and unworn, except for reasonable trying-on;
• clean and free from pet hair, dirt, marks, damage and odours;
• returned with its original tags and packaging; and
• accompanied by your order number or other proof of purchase.

Start the return within the 60-day period and then follow the return deadline and instructions provided through our returns process.

These conditions apply to our voluntary policy, particularly after the statutory 14-day cancellation period has ended. They do not restrict your statutory rights.

For a voluntary return made after the statutory cancellation period, we will refund the price paid for the eligible returned goods. Original delivery charges and return-postage costs are not refundable unless we state otherwise or the law requires it.

Complimentary first size exchange

Within the 60-day voluntary return period, your first request to exchange the size of the same product from an original order is complimentary, subject to stock availability and the eligibility conditions above.

This benefit is limited to one exchange request per original order. It includes, at no charge, one prepaid return label for the eligible item or items included in that request and one standard delivery of the replacement item or items.

To use the complimentary exchange, start a size exchange through our Return Prime portal and use the prepaid label and current instructions supplied through that process. We do not reimburse self-arranged return postage unless the law requires it. If the requested replacement is unavailable, we will contact you about the available options.

For any later size exchange from the same original order, you are responsible for the return-shipping cost unless the law requires otherwise. You are also responsible for the return-shipping cost of a return for a refund, unless the law requires otherwise.

A return or replacement relating to a wrong item or size sent by us, or goods that are faulty, damaged or misdescribed, is handled separately under your statutory rights and does not use this complimentary size exchange.

Your statutory right to cancel an online order

If you are a UK consumer, you may cancel most online orders without giving a reason at any time after placing the order and up to 14 days after the day you receive the goods.

If goods from one order are delivered separately on different days, the cancellation period ends 14 days after the day you receive the last item.

To cancel, submit a clear cancellation request through our returns portal or email info@modapaws.com. Include your name, order number and enough information to identify the goods. You may use the model cancellation form at the end of this policy, but you do not have to.

After telling us that you are cancelling, you must send the goods back within the following 14 days using the return instructions and address supplied to you.

For a valid statutory cancellation, we will refund:

• the price paid for the cancelled goods; and
• any standard outbound delivery charge that the law requires us to repay.

If you chose a more expensive delivery service, we do not have to refund the amount above the cost of our least expensive standard delivery service.

You are responsible for the direct cost of returning goods when exercising this cancellation right, unless we have agreed to pay it or the law requires otherwise. The complimentary first size exchange described above is the voluntary exception to this return-shipping rule. Any return-label charge for a return for a refund or a later size exchange will be shown during the return process before you choose to use the label.

You may inspect and handle goods only as you reasonably could in a shop to establish their nature, characteristics and function. We may make a reasonable deduction for any reduction in value caused by handling beyond that. Missing original packaging or tags does not, by itself, remove your statutory cancellation right, although damage or unnecessary handling that reduces an item's value may affect the refund.

Personalised and made-to-order goods

Personalised, bespoke or made-to-order goods cannot normally be returned for a refund or exchanged under our voluntary policy. The statutory cancellation right also generally does not apply to goods made to your specifications or clearly personalised for you.

This exception does not apply where the goods are faulty, damaged, misdescribed or otherwise fail to conform to the contract.

Wrong item or size sent, or faulty, damaged or misdescribed goods

Goods must be of satisfactory quality, fit for purpose and as described.

If we sent an item or size different from what you ordered, or an item arrives damaged, develops a fault or does not match its description, email info@modapaws.com with your order number and details of the problem. Photographs may help us resolve the matter quickly, but asking for them does not remove your legal rights.

UK consumers generally have a short-term right to reject goods that do not conform to the contract within 30 days of delivery. After that period, the law may entitle you to a repair or replacement and, where the applicable legal conditions are met, a price reduction or final right to reject.

MODAPAWS LTD will pay the reasonable return cost where we sent the wrong item or size, or the goods are faulty, damaged or misdescribed. Reporting transit damage promptly helps us investigate it, but an avoidable delay in reporting does not automatically remove your statutory rights.

How to start a return or size exchange

Use Start a return for a refund request or Start a size exchange for a size exchange. Both links open our Return Prime portal. If the portal is unavailable or you need help, email info@modapaws.com.

Please provide:

• your name;
• your order number;
• the item or items being returned;
• whether you are cancelling, requesting a refund or size exchange, or reporting a problem with the goods; and
• for a size exchange, the replacement size you want.

Follow the current instructions in the portal or in our email and send the parcel only to the return address supplied there. Do not send return parcels to our registered office. The registered office shown below is for legal and business correspondence, not parcel returns.

You do not need our permission to exercise a valid statutory cancellation right, but using the current return instructions helps ensure that your parcel reaches the correct location and is processed promptly.

Package goods securely to prevent damage in transit. We recommend using a tracked service and keeping proof of postage.

Refunds

For a statutory cancellation, we will make the refund without undue delay and no later than 14 days after the earliest of:

• the day we receive the goods back; or
• the day you provide evidence that you sent them back.

We may withhold the refund until we receive the goods or you provide evidence that they have been returned, whichever happens first.

For an accepted voluntary return outside the statutory cancellation period, we will issue the eligible refund after the returned goods have been received and checked.

Refunds will be made to the original payment method unless you expressly agree otherwise. We do not charge a refund fee, although your bank or payment provider may take additional time to show the funds in your account.

International customers

Customers outside the UK may have mandatory rights under the laws that apply where they live. Nothing in this policy limits rights that cannot lawfully be excluded.

Model cancellation form

Complete and send this form only if you wish to cancel an eligible order. You may send it by email to info@modapaws.com.

I give notice that I wish to cancel my contract for the following goods:

Goods:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Customer signature, if submitting on paper:
Date:

Contact

MODAPAWS LTD
Company number: SC900153
Registered office: 165 North Anderson Drive, Aberdeen, AB16 5NG, United Kingdom
Email: info@modapaws.com
UK VAT status: not VAT registered