Aunty Mel’s Magic Paws — www.auntymelspawmagic.co.uk — Last updated: 16 September 2026
1. Delivery
1.1 Processing times
We aim to dispatch orders within 3-5 working days of payment being received.
During busy periods (e.g. Christmas), dispatch may take a little longer — we’ll let you know if there’s a significant delay.
1.2 Delivery costs and timescales
Standard delivery: £3.95, arriving within 3-5 working days of dispatch.
We currently deliver to UK mainland & International. Including Highlands & Islands.
Channel Islands £10.00 per consignment per 2kg
1.3 Tracking and delivery issues
You will receive a dispatch confirmation, with tracking information where available.
Risk in the goods passes to you once they are delivered to the address you provided at checkout.
If your order hasn’t arrived within the expected timescale, or arrives damaged, please contact us at [contact email] and we will investigate with the courier.
2. Your right to cancel (14-day cooling-off period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason, for most items — provided they are unopened, unused, and in a resaleable condition.
To cancel, contact us at [contact email] within 14 days of delivery.
You then have a further 14 days to return the item to us.
We will refund you within 14 days of receiving the returned item, or evidence that you’ve sent it back.
Please note: this right does not override the exclusions below for opened/used consumable and hygiene items, which are exempt from the cooling-off right under the Regulations.
3. Animal treats
Unopened, unused treats in their original packaging can be returned within 14 days of delivery for a refund.
For hygiene and food-safety reasons, we cannot accept returns of opened or part-used treats, unless the product is faulty, damaged, or not as described.
If your pet won’t eat a treat or has a mild reaction that isn’t a medical emergency, please contact us — we’re happy to discuss options on a case-by-case basis.
4. Paw balm
Unopened, unused, and seal-intact balm can be returned within 14 days of delivery for a refund.
For hygiene reasons, we cannot accept returns of opened, used, or seal-broken balm, unless the product is faulty or not as described.
5. Faulty, damaged, or incorrect items
If an item arrives faulty, damaged in transit, or different from what you ordered, this is covered by the Consumer Rights Act 2015 and is not subject to the exclusions above.
Contact us at [contact email] within [X] days of delivery, with a photo of the issue where possible.
We will offer a replacement, repair, or full refund, including reasonable return postage costs, as appropriate.
