Refund policy
Last updated: 2 October 2026
At Claws&Co, we want you to be happy with your order. This Returns & Refund Policy explains how returns, cancellations, exchanges and refunds are handled.
Nothing in this policy affects your statutory rights under UK consumer law.
1. 30-Day Returns
We offer a 30-day returns policy for eligible products.
You have 30 days from the date you receive your order to request a return.
For returns made under our extended 30-day returns policy, items should be:
- unused and in a resaleable condition;
- returned with any original tags, accessories and packaging where reasonably possible;
- accompanied by proof of purchase or your order details.
During the statutory cancellation period for eligible online purchases, you may inspect the product as you reasonably would in a shop. We may make a deduction from a refund where the value of an item has been reduced through handling beyond what is reasonably necessary to inspect it.
2. How to Request a Return
To arrange a return, please contact us at:
Please include your order number and the item you would like to return.
We recommend contacting us before sending your return so that we can provide the correct return instructions and help ensure that your return is processed quickly.
Contacting us first does not limit or remove any statutory rights you may have.
Returns should be sent to:
MARGLO LTD t/a Claws&Co
3 St Mary’s Crescent
Swinton
S64 8QL
United Kingdom
Please ensure returned items are securely packaged.
3. Return Shipping Costs
For a change-of-mind return, the customer is responsible for the cost of returning the item to us unless we have agreed otherwise.
We recommend using a tracked postal service, as the customer remains responsible for the parcel until it reaches us.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where applicable, we will arrange or reimburse reasonable return postage costs.
4. Handmade Products
Our handmade products are individually prepared with care and may be made after your order is placed.
Standard handmade products ordered using the normal colours, sizes and options available on our website are covered by our usual returns policy.
This includes standard options of products such as:
- Chunky Knit Cave
- Snuggle & Snooze Blanket
The fact that a product is handmade or made after an order is placed does not by itself make it non-returnable.
5. Custom, Personalised & Bespoke Orders
Products made specifically to your individual requirements may not be eligible for change-of-mind cancellation or return.
This may include:
- a Custom Colour selected or requested specifically for you;
- a custom size that is not normally offered on our website;
- personalised products;
- products made to an individual design or specification supplied by you;
- other clearly bespoke items made specifically for your order.
Goods made to a consumer’s specifications or clearly personalised are among the exceptions to the usual cancellation right for distance purchases.
This exclusion does not affect your statutory rights if a custom or personalised product is faulty, damaged, incorrect or not as described.
If you are unsure whether your order will be considered custom or personalised, please contact us before ordering.
6. Food, Treats & Other Consumable Products
For product safety and hygiene reasons, opened food, treats or consumable products cannot normally be returned under our voluntary 30-day change-of-mind policy.
Unopened products may be eligible for return where they remain sealed, unused and in their original condition.
Products that deteriorate or expire rapidly can also fall within statutory exceptions to the normal distance-selling cancellation right.
This does not affect your rights if a food or treat product is:
- faulty or unsafe;
- damaged on arrival;
- incorrect;
- not as described.
If there is an issue with treats or food products, please contact us and, where possible, include photographs of the product, packaging and batch or best-before information.
7. Faulty, Damaged or Incorrect Items
Please inspect your order after delivery and contact us as soon as reasonably possible if:
- an item has arrived damaged;
- an item is faulty;
- you have received the wrong product;
- an item is materially different from its description.
Please email contact@clawsandco.co.uk with your order number and, where possible, photographs showing the issue.
We will assess the problem and provide an appropriate remedy in accordance with your statutory rights.
Your statutory rights relating to faulty goods cannot be excluded or restricted by this policy.
8. Sale Items
Sale and discounted items are covered by the same statutory consumer rights as full-price items.
Eligible sale items may also be returned under our 30-day returns policy subject to the conditions set out above.
A discounted price does not remove your rights if a product is faulty, damaged or not as described.
9. Gift Cards
Gift cards are generally non-refundable once issued or used, except where a refund is required by law.
10. Exchanges
We do not currently offer direct exchanges.
If you would like a different colour, size or product, the quickest option is to return the eligible item in accordance with this policy and place a new order for the replacement item.
11. Refunds
Once your return has been received, we will inspect it and confirm whether your refund has been approved.
Approved refunds will be issued to the original payment method.
Where statutory cancellation rights apply, refunds will be processed without undue delay and no later than the applicable legal deadline, generally within 14 days of receiving the returned goods or receiving satisfactory evidence that the goods have been sent back, whichever applies first.
Please allow additional time for your bank, card issuer or payment provider to process the refund after it has been issued by us.
12. Original Delivery Charges
Where required by UK consumer law, if you cancel an eligible online order within the statutory cancellation period, we will refund the applicable standard outbound delivery charge.
If you chose a more expensive optional delivery service than the least expensive qualifying delivery option offered, we are not required to refund the additional delivery upgrade cost.
This is separate from the cost of returning an unwanted item to us.
13. Partial Returns
If you return only part of an order, the original outbound delivery charge will not normally be refunded unless required by law or the returned item was faulty, damaged, incorrect or not as described.
Any refund will relate to the returned eligible item(s).
14. Orders Containing Handmade and Standard Products
Standard products and handmade products may be dispatched separately.
Returning one part of an order does not automatically cancel or return the remaining products in the order.
If you wish to cancel or return multiple parts of an order, please clearly identify all affected items when contacting us.
15. Cancellations Before Dispatch
If you would like to cancel an order before it has been dispatched, please contact us as soon as possible at contact@clawsandco.co.uk.
We will do our best to stop the order before dispatch.
Custom, personalised or bespoke products may be subject to the exclusions described in the Custom, Personalised & Bespoke Orders section.
16. Questions About a Return
If you are unsure whether your item is eligible for return, please contact us before sending it.
Email: contact@clawsandco.co.uk
Claws&Co
MARGLO LTD t/a Claws&Co
3 St Mary’s Crescent
Swinton
S64 8QL
United Kingdom
