Delivery & Returns Returns Policy


Returning Non-Prescription Items


If you have changed your mind or accidentally bought the wrong item, you have 14 days to cancel after delivery of your order and we must receive the item within 14 days of your notification to cancel.


Items must be unopened, unused and in their original packaging.


You should return unwanted item(s) as follows:


  1. Firstly, please email us at to tell us the problem and cancel your order; remember to include the order reference number.


  1. Return your items to:


    1. PawHeads, 63E Lord Avenue, Thornaby Industrial Estate, Thornaby, Stockton-On-Tees, TS17 9JX.


    1. You can download our returns form here.


    1. For all returns, we advise customers to send these by recorded post or retain proof of postage. If proof of postage is not retained and we do not receive the item, no refund will be given.


  1. We will refund the cost of your item(s), excluding postage, within 10 working days. If you think you have not received your refund after 10 working days then please contact us. Also, please kindly note, unfortunately we cannot pay for the cost of returning an item unless the item itself is faulty or we have sent you an incorrect item.


Lost Items


We cannot consider an order lost until 7 days after the date of dispatch. If you have not received your order within 7 days from the date of dispatch then please contact us.


Damage in Transit


This means any goods that arrive with damage and are adversely affected by that damage. In this instance will replace the item(s).

Where only part of an order is damaged we will provide a credit for the damaged items only, that is to say we will credit you for the damaged items only as opposed to the whole order.


Should you wish to not accept the whole order, you can return the whole order back to us, but we will not be responsible for the cost of returning the order.


If you have any questions about the products you have ordered or the processing of a return, please email


Returning Prescription Medicines


We think Pet Care Matters. As a licensed supplier of veterinary medicines governed by the Veterinary Medicines Directorate and Royal College of Veterinary Surgeons, we are legally unable to accept any returns of prescription medications, which includes all POM and NFA products (anything with a label) unless there has been a error in dispensing or there is an official product recall. These regulations help us to ensure the safety and efficacy of the medications we dispense to you, and therefore do our very best for your pet.


PawHeads TOP TIP: Please consider ordering only the amount of prescription medication you require, bearing in mind that ordering in large quantities could be disadvantageous as it is possible your pets' requirements could change with time.


If you have any questions or concerns please contact us before you place your order. Please email to or call 01642 769878.