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Refund & Returns Policy

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We want you to be confident when purchasing from PAWVA. If you change your mind, you may return your order within 14 days of receiving your item.

To be eligible for a return:

  • The return request must be made within 14 days of delivery

  • The product must be in a resalable condition

  • All original accessories must be included, including cables, mounts, and the supplied SIM card

  • The item must not be damaged, misused, modified, or incomplete

Returns that do not meet these conditions will not be accepted.

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30-Day Returns Policy (Fair Use Applies)

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You may return your device within 30 days of delivery.

To be eligible:

  • The device must be in good working condition

  • All original components must be returned

  • The device must comply with fair use and active use requirements below

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Fair Use Requirement

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PAWVA devices are not provided as a free trial or short-term tracking service.

Returns may be refused or partially refunded if:

  • The device has been used in continuous high-frequency tracking (e.g. Precision Mode)

  • Excessive mobile data usage is detected

  • The device has been used as a primary tracker over an extended period, then returned

We monitor device activity and SIM data usage as part of our quality control.

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Active Use Requirement

 

To remain eligible for a return:

  • The device must remain active and connected during the return period

  • Devices that are switched off or inactive for more than 4 consecutive days may be considered non-verifiable for fair use

 

     In such cases, we reserve the right to:

  • Refuse the return, or

  • Apply a usage-based deduction

 

Acceptable Use During Return Period

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You are encouraged to:

  • Test the tracker in real-world conditions

  • Explore features and settings

  • Use the device for short-term evaluation

Not acceptable:

  • Using the device as a temporary or short-term tracking solution (e.g. travel, holidays)

  • Continuous live tracking that significantly drains battery and data

  • Returning the product after extended daily use

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Deductions & Refused Returns

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Where excessive or non-compliant use is identified, PAWVA reserves the right to:

  • Apply a deduction based on usage and network costs, or

  • Refuse the return entirely

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Intended Use

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PAWVA devices are designed to assist in locating your dog using GPS and mobile networks.

They are not:

  • A training tool

  • A containment system

  • A guaranteed prevention against loss

You remain responsible for your dog’s safety and supervision.

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GPS & Network Disclaimer

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PAWVA devices rely on GPS satellites and mobile networks.

  • Accuracy may vary depending on environment (indoors, urban areas, dense cover)

  • Delays or temporary inaccuracies may occur

  • Coverage depends on available mobile signal

We do not control external networks or satellite systems.

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Battery & Usage Guidance

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  • High-frequency tracking reduces battery life

  • Precision Mode is intended for short-term use only

  • Devices should be kept charged and not left unused for long periods

Reduced battery performance due to usage patterns is not considered a fault.

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Liability Limitation

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PAWVA is designed to assist in locating your pet, but we do not guarantee recovery.

We are not liable for:

  • Loss of pets

  • Injury or damage resulting from inability to track

  • Indirect or consequential losses

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Order Cancellation

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Orders may be cancelled before dispatch by contacting us as soon as possible.
Once an order has been dispatched, it cannot be cancelled and must be returned in accordance with this policy.

 

Return Shipping

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  • Change of mind returns:
    Customers are responsible for the cost of return postage.

  • Faulty or incorrect items:
    If your item is faulty or you received an incorrect product, PAWVA will cover the cost of return postage. Please contact us before returning the item so we can arrange this.

We recommend using a tracked service for all returns. PAWVA cannot be responsible for items lost in transit.

 

Refunds

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Once your return has been received and inspected, we will notify you of the outcome.

  • Approved refunds are issued to the original payment method only

  • Refunds are processed within 7 working days of receiving the returned item

  • Standard delivery charges (if paid) are refundable on eligible returns

  • Your bank or payment provider may take additional time to reflect the refund​

 

Exchanges

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We do not offer direct exchanges.

If you wish to replace an item, please return the original product in accordance with this policy and place a new order once your return has been approved.

If you receive a faulty or incorrect item, please contact us and we will arrange a replacement or refund as appropriate.

 

Non-Returnable Items

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Items returned without all required accessories, including the SIM card, are not eligible for a refund and may be returned to the customer at their expense.

 

Device Data & SIM Security

Customers are responsible for removing personal data and unlinking the device from their account before returning it. PAWVA is not responsible for personal data remaining on returned devices.

SIM cards included with PAWVA devices must be returned with the product. Missing SIM cards will result in the return being refused.

 

How to Start a Return

To request a return, please contact us with your order number:

Email: support@pawva.co.uk

Returns should not be sent back without prior approval.

 

Business Information

PAWVA LTD
Unit A, 82 James Carter Road
Mildenhall
IP28 7DE
United Kingdom

 

Statutory Rights

This policy does not affect your statutory rights under UK consumer law.

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Updates to Terms

PAWVA reserves the right to update these terms at any time. The latest version will always be available on our website.

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