Refund & Returns Policy

We want you to be confident buying from PAWVA. This policy explains your rights when returning an order, and how we handle change-of-mind returns, faulty items, and misuse.

1. Right to Cancel (Change of Mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

To cancel, contact us at support@pawva.co.uk with your order number before returning the item.

Reasonable inspection means unboxing the device, powering it on, and confirming it pairs with the app and receives a signal — the same as you'd be able to check in a shop before buying. It does not mean attaching the device to a dog, taking it outdoors, or using it to track over any period of time.

If the device is returned scratched, marked, damaged, or shows any signs of use beyond this — including evidence of outdoor or field use — the refund will be reduced to reflect the loss in value, and can be reduced to £0 if the device can no longer be resold as new. We accept the return itself; what you receive back depends entirely on the condition it arrives in.

Missing accessories (charging cable, mounts/clips) will reduce the amount refunded.

In plain terms: return it exactly as it arrived — unused beyond checking it powers on and pairs with the app — and you get a full refund. Use it as a working tracker, even once, and you should expect no refund.

2. SIM Card

The SIM card must be returned with the device. It carries its own prepaid data allowance with real cost to us regardless of the device's condition. A return missing the SIM card will not be refunded, under any circumstances.

3. Faulty or Misdescribed Items

Under the Consumer Rights Act 2015, if your device is faulty, not as described, or not fit for purpose, you're entitled to a repair, replacement, or refund.

Within 30 days of delivery: you can reject the item outright for a full refund.
After 30 days (up to 6 months): we get one opportunity to repair or replace the item. If that attempt fails, you're entitled to a refund or price reduction.

"Not as described" and "not fit for purpose" are assessed only against the specifications, features, and claims stated on the PAWVA product page and official documentation at the time of purchase — not against features, capabilities, or expectations that were never advertised or claimed. A device performing exactly as described on the product page is not faulty, even if a customer expected functionality that was never offered.

This right does not apply where the fault results from misuse, negligence, an unauthorised repair attempt, use outside the device's intended purpose (Section 11), or accidental damage (including water damage beyond the device's rated IP protection). In these cases, the device isn't considered faulty under the Act, and we may decline the claim or offer a paid repair instead.

Before approving any claim, we verify it against the device's own activity and connectivity data — including recorded update intervals, connection logs, and network performance — as an objective record of how the device actually performed. If a claim is inconsistent with this data, or is based on functionality never advertised, it does not qualify as a genuine fault under the Act, and the claim will be declined. Contact us with your order number and a description of the issue to start a claim.

b.) A device that is not faulty but has been affected by incorrect app configuration, settings changes, or customer error is not covered under this section. Where an issue can be resolved through support guidance — for example, adjusting tracking mode or network settings — we'll help you fix it, but this does not qualify as the device being faulty, not as described, or not fit for purpose.

4. Fair Use

PAWVA devices aren't provided as a free trial or short-term tracking service. We monitor device activity and SIM data usage as part of quality control.

For change-of-mind returns, evidence of extended use, continuous high-frequency tracking, or use as a primary tracker will be treated as use beyond reasonable inspection under Section 1, and the refund reduced accordingly — potentially to £0.

5. Order Cancellation Before Dispatch

You can cancel an order before it's dispatched by contacting us as soon as possible. Once dispatched, an order can't be cancelled and must be returned under Section 1.

6. Return Shipping

Change of mind: you're responsible for return postage.
Faulty or incorrect item: if we determine the item is faulty or incorrect, we cover return postage — contact us first so we can arrange it.

We recommend a tracked shipping service for all returns. PAWVA isn't responsible for items lost in transit.

7. Refunds

Once we've received and inspected your return, we'll confirm the outcome by email.

Approved refunds go to your original payment method.
Refunds are processed within 14 days of us receiving the item (change-of-mind returns) or as required under the Consumer Rights Act 2015 (faulty items).
Standard delivery charges are refundable only where a full refund applies.
Your bank may take a few additional days to show the refund.

8. Exchanges

We don't offer direct exchanges. Return the original item under Section 1, then place a new order once your return is approved. If your item arrived faulty or incorrect, contact us and we'll arrange a replacement or refund directly under Section 3.

9. Device Data Removal

Please remove your personal data and unlink the device from your account before returning it. PAWVA isn't responsible for data remaining on a returned device.

10. How to Start a Return

Email us with your order number: support@pawva.co.uk
Please don't send items back without prior approval — unapproved returns may be delayed or refused.

11. Intended Use & Liability

PAWVA devices help you locate your dog using GPS and mobile networks. They are not a training tool, a containment system, or a guaranteed prevention against loss. You remain responsible for your dog's safety and supervision. PAWVA is not liable for loss of pets, injury, or indirect losses arising from an inability to track.

PAWVA devices are designed and intended for use on dogs only. They are not designed for use on other animals, humans, vehicles, or any other application. Using the device outside its intended purpose may cause it to fail, and is not covered under warranty or Section 3 (Faulty or Misdescribed Items).

We monitor device activity and usage patterns for quality control and support purposes, including during the return period. Our systems can identify whether a device has been worn by a pet, carried or handled by a person, or attached to a vehicle, based on movement patterns — this forms part of our assessment under Sections 1 and 4.

12. GPS & Network Disclaimer

Accuracy depends on environment (indoors, dense cover, urban areas) and mobile signal availability. We don't control external networks or satellite systems.

13. Statutory Rights

This policy does not affect, limit, or replace your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

14. Business Information

PAWVA LTD
Unit A, 82 James Carter Road, Mildenhall, IP28 7DE, United Kingdom
Company Number: 16745513
Email: support@pawva.co.uk