Returns & Refunds Policy

Returns & Refunds Policy
(Last updated: 25 November 2025)

FreshFlush™ 60-Day Satisfaction Guarantee We are so confident in the quality of our FreshFlush Cistern Gel that we offer an extended 60-Day Money-Back Guarantee. If you are not completely satisfied within 60 days of purchase, simply contact us for a full refund.

VetChoice™ 60-Day Satisfaction Promise (Steam Spa Brush)
We want you to feel confident when shopping at Pawnvana Planet. For VetChoice™ Steam Spa Brush, you can contact us within 60 days of receiving your order if you’re not satisfied.

• Days 1–14: Your statutory 14-day cooling-off period applies (see section 1).

• Days 15–60: This Satisfaction Promise applies to unused items only, returned clean, with all accessories, and in original packaging where possible, subject to inspection.

• Return shipping: For satisfaction/change-of-mind returns, return shipping is the customer’s responsibility, unless we explicitly agree otherwise.

• Fair use: One Satisfaction Promise claim per household per 12 months. We may request photos/video to confirm condition before authorising a return.

• Faulty/incorrect items: Covered separately under section 4 and your statutory rights.

For all other items or standard returns, the policy below applies:

We want you to feel confident when shopping at Pawnvana Planet.
This Returns & Refunds Policy explains how returns, refunds and exchanges work, in line with UK consumer protection laws.
Nothing in this Policy affects your statutory rights.

1. Your right to cancel – 14-day cooling-off period

For most online purchases, you have a 14-day cooling-off period from the day you receive your order to tell us you’d like to cancel for any reason.

• You then have another 14 days from the date you notify us to send the items back.
• To exercise this right, email support@pawnvanaplanet.com with your order number and which items you wish to return.

2. Condition of returned items

To be eligible for a change-of-mind refund, items must be:

• In reasonable condition and not handled more than necessary to check their nature, characteristics and functioning
• In the original packaging (where possible)
• With all tags, manuals and accessories included

We may make a deduction from your refund to reflect any loss in value if the item has been handled more than necessary to check its nature, characteristics and functioning.

3. Return shipping costs

• For change-of-mind returns (where the product is not faulty or incorrectly supplied), you are responsible for the cost of return shipping, unless we explicitly agree otherwise.

• For faulty, damaged or incorrect items, we will usually cover or reimburse reasonable return shipping costs, provided you contact us in advance and follow our return instructions.

4. Faulty, damaged or incorrect items

If your order arrives damaged, faulty or you receive the wrong item:

1. Contact us as soon as reasonably possible, ideally within 7 days of delivery, at support@pawnvanaplanet.com.

2. Include your order number, a short description and clear photos/video of the product and packaging.

Where a product is confirmed as faulty, damaged or incorrectly supplied, you may be entitled to a repair, replacement or refund in accordance with UK consumer law, including your 30-day short-term right to reject under the Consumer Rights Act 2015.

For approved faulty/incorrect returns, we will provide a prepaid label or reimburse reasonable return costs.

5. Non-returnable items

For hygiene, safety or regulatory reasons, some products may not be eligible for return unless they are faulty (for example, certain personal care, health, intimate or beauty items).
Any such restrictions will be clearly indicated on the relevant product page wherever possible.

6. Refunds

Once we receive and inspect your return, we will email you to confirm:

• Approval or rejection of the refund

• The amount to be refunded and any deductions (for example, for excessive handling)

If approved:

• Refunds are processed to your original payment method

• Depending on your bank or card provider, it may take 5–10 business days from our processing date to appear on your statement

Original shipping costs are normally non-refundable, except where the item is faulty, damaged or incorrectly supplied or where otherwise required by law.

7. Exchanges

We do not currently offer direct like-for-like exchanges.
If you would like a different size or colour, the usual process is:

1. Return the original item according to this Policy

2. Place a new order for the item you would like instead

8. Orders not received / lost parcels

If your order has not arrived within 30 days after dispatch, please contact us at support@pawnvanaplanet.com.

We will:

• Investigate with our fulfilment partners and the carrier

• Once loss is confirmed or a reasonable period has passed, offer a replacement or refund, subject to product availability and our internal checks

9. How to start a return

To request any return:

1. Email support@pawnvanaplanet.com

2. Include:

   • Your full name

   • Order number

   • Item(s) you wish to return

   • Brief reason for the return

We will reply with instructions, including the return address and any additional steps required.