Refund policy

Last Updated: 7 October 2026

At Hollow & Paw, we want every purchase to be right. If something isn't, our returns process is simple.

Cancelling an Order

Orders can be cancelled within 24 hours of being placed by e-mailing info@hollowandpaw.com with the order number. After 24 hours a cancellation may not be possible, as the order may already be in progress. Once an order has been dispatched it can no longer be cancelled, but it can be returned after delivery under this policy.

30 Day Returns

Items can be returned within 30 days of the day the order arrives. To qualify for a return, items must be:

  • Unused
  • In their original condition
  • Returned with all original packaging, tags and accessories

Restocking Fee: £0. We do not charge restocking fees.

Returns at a Glance

  • Return Window: 30 days from the day the order arrives
  • Condition: unused and in original condition, with all packaging, tags and accessories
  • Refund Method: original payment method
  • Refund Timeframe: within 7 business days of the return being received and inspected
  • Restocking Fee: none

Return Costs

  • Faulty, Damaged or Incorrect Items: returns are free. We provide a prepaid return label.
  • Change of Mind: if the wrong item was ordered, it doesn't fit the space or it is simply no longer wanted, the customer pays for return postage.
  • Original delivery is free, so there are no delivery charges to refund.

How to Return an Item

  1. Contact Us: e-mail info@hollowandpaw.com with the order number and the reason for the return.
  2. Pack the Item: securely repack the item in its original packaging, including all accessories, tags and paperwork.
  3. Send It Back: post the return using the instructions in our return authorisation e-mail.

Refunds

  • Inspection: when the return arrives, we check that it meets the return conditions and e-mail to confirm.
  • Refund Timing: once approved, the refund is issued to the original payment method within 7 business days. Banks and payment providers can take a few extra days to show it.
  • Partial Refunds: items returned used, damaged after delivery or without original packaging may receive a partial refund, which we will explain by e-mail before it is issued.

Exchanges

We're happy to exchange items for a different product of the same price. E-mail info@hollowandpaw.com and we'll arrange the swap.

Order Not Delivered

If an order hasn't arrived within the expected delivery window, e-mail info@hollowandpaw.com with the order number and we'll investigate with the carrier. If the parcel is confirmed lost, we'll issue a full refund to the original payment method or send a replacement at no extra cost.

Returnable Items

Every product in our current range can be returned under this policy.

Your Statutory Rights

This policy is in addition to, and does not affect, your statutory rights, including the right to cancel most online purchases within 14 days of delivery under the Consumer Contracts Regulations 2013.

Changes to This Policy

We may update this Return and Refund Policy from time to time. Any changes will appear on this page with a new Last Updated date.

Questions?

Visit our FAQ page or get in touch with our customer service team.

Contact Information

Store Address: 35 Clos Maria, Cardiff CF3 0FR, United Kingdom
Store Email: info@hollowandpaw.com
Store Phone: +447418636903
Customer Service Hours: Monday to Friday: 09:00 – 17:00 (GMT)
We do our best to reply to your e-mail within 1–2 business days.