Refund policy

Refund & Cancellation Policy

We want you to be happy with your Pawspective experience. The following policy explains when you can cancel your order and when a refund may be available.

Cancelling Before Sending Your Sample

Once your test kit has been dispatched, we may be unable to stop the shipment. However, we offer a voluntary cancellation period of up to 30 days from the date you receive your test kit, provided that you have not sent your sample back to us and the testing service has not started.

You do not need to return the unused test kit to us.

To request a cancellation, please contact us at info@pawspectivegroup.com with your order number and proof of purchase.

Starting Your Testing Service

Our Dog Intolerance Test includes a testing and report service.

If you send your sample to us during your statutory 14-day cancellation period, you are requesting that we begin providing the testing service as soon as your sample is received, rather than waiting until the cancellation period has ended.

Where you have expressly requested that the service begins during your cancellation period and you subsequently cancel after the service has started, we may deduct an amount proportionate to the service already provided.

Once the testing service has been fully completed and your results have been produced, your statutory right to cancel ends where you expressly requested early performance and acknowledged that you would lose your cancellation right once the service was fully performed.

Our additional 30-day voluntary cancellation policy does not apply once you have sent your sample to us.

After Your Results Have Been Produced

Once testing has been completed and your results have been produced, we do not normally provide refunds simply because you have changed your mind or are dissatisfied with the results themselves.

This does not affect your statutory rights where there is a problem with the service we have provided.

Problems With Your Test or Service

We aim to provide our services with reasonable care and skill.

If you believe there has been an error with your test, report or the service provided, please contact us at info@pawspectivegroup.com so that we can investigate.

Where appropriate, we may repeat the service, correct the report, provide a replacement test, or offer a price reduction or refund in accordance with your statutory rights.

Samples

Customers are responsible for following the sample collection and return instructions provided with the test kit.

If a sample cannot be processed because it is insufficient, unsuitable or has not been collected in accordance with the instructions, we will contact you to explain the available options.

If a sample is lost or damaged after it has been received by us, please contact us and we will arrange an appropriate resolution.

Refunds

Where a refund is approved, it will normally be made to your original payment method.

Any refund due under your statutory consumer rights will be processed in accordance with applicable UK consumer law.

Contact Us

For cancellations, refund requests or questions about this policy, please contact:

Pawspective Group Ltd
Email: info@pawspectivegroup.com

Please include your order number so that we can locate your order as quickly as possible.

This policy does not affect your statutory rights.