Refund policy

Effective date: 25 February 2025
This Returns & Refund Policy explains how cancellations, returns and refunds work for orders placed on aristopaws.uk

Who we are

Sole trader operated by Quentin Martino
Trade name: AristoPaws
Legal form: Natural person
Business structure: Sole trader

Business activity: Retail sale of various products via the Internet (e-commerce)

Registered office: 67A Rue René-Nicolas (Box 11), 6750 Musson, Belgium

Country of establishment: Belgium

VAT number: BE0758577711
Belgian Enterprise Number (BCE): 0758577711
NAF / APE Code: 4712002

Phone number: +32 498 407 633
Email: support@aristopaws.uk

Customer service hours: Monday to Friday from 8:00am to 6:00pm

Return address : 67A Rue René-Nicolas (Box 11), 6750 Musson, Belgium

Consumers – 30-Day Right to Cancel
If you are a consumer (purchasing outside your trade or profession), you may cancel your order within 30 days from the day after you receive the goods.
This is an extended cancellation period offered by us and does not affect your statutory rights.

How to cancel
To cancel your order, email support@aristopaws.uk within 30 days of delivery and include:

• Your order number
• A clear statement that you wish to cancel

Returning the Goods
After notifying us of cancellation, you must return the goods within 14 days.

Condition of returned items
You may inspect the item as you would in a physical shop. However:

• The item must not be handled beyond what is necessary to establish its nature, characteristics and functioning.
• It should be returned with all parts and accessories.
• Original packaging is preferred where reasonably possible.

We reserve the right to make a deduction from the refund for any loss in value resulting from handling beyond what is necessary.

Return Shipping Costs
Unless the item is faulty or incorrect, return shipping costs are the responsibility of the customer. Return postage costs depend on the item (size, weight) and the carrier you choose. We strongly recommend using a tracked service and keeping proof of postage.

Refunds (Cancellations)
If you cancel within the 30-day period and return the goods in accordance with this policy, we will refund:

• The price paid for the product(s), and
• The cost of standard outbound delivery (if paid).

If you selected a premium delivery option (where offered), only the cost of standard delivery will be refunded.

Refund timing
Refunds are issued within 14 days of:

• Receiving the returned goods, or
• Receiving evidence that you have sent them back (whichever is earlier).

Refunds are made to the original payment method unless otherwise agreed.

Faulty, Damaged or Incorrect Items
If your item is faulty, damaged, or incorrect, please contact us at support@aristopaws.uk within 30 days of delivery and provide:

• Your order number
• Clear photos or videos showing the issue
• Photos of the packaging (if relevant)

We will assess the issue and offer an appropriate remedy in line with the Consumer Rights Act 2015, which may include repair, replacement, price reduction or refund.
Nothing in this policy affects your statutory rights.

Business Customers (B2B)
If you purchase as a business, consumer cancellation rights do not apply. Returns or refunds for business customers are accepted only by prior written agreement, unless otherwise required by law.

How to Start a Return (Step-by-Step)

1. Email support@aristopaws.uk with your order number and cancellation request.
2. We confirm return instructions.
3. Return the goods within 14 days to:
   67A Rue René-Nicolas (Box 11), 6750 Musson, Belgium
   
4. Provide tracking/proof of postage.
5. Refund processed within 14 days as outlined above.

Contact us

FAQ

Order tracking