Refund policy
Returns & Refunds Policy
Last updated: 15/06/2026
Bora Paw is an online-only ecommerce store. We do not operate a physical retail location. All return requests must be submitted by email before any item is sent back.
If you have any questions about returns, refunds, damaged items or your order, please contact us at:
contact@borapaw.com
1. Returns
We accept return requests within 30 days of receiving your order.
To be eligible for a return, the item must be:
- unused
- in the same condition that you received it
- in its original packaging
- complete with all accessories, tags or inserts, if applicable
- accompanied by proof of purchase
To request a return, please contact us at:
contact@borapaw.com
Please include:
- your order number
- the email address used at checkout
- the reason for the return
- photos or videos of the item, if relevant
Once your return request is reviewed and approved, we will provide return instructions by email.
Please do not send any product back before contacting us first. Items returned without prior approval may not be accepted.
2. Return Address
Bora Paw is an online ecommerce store and does not have a public physical return address or retail location.
The correct return address depends on the item, order location and return reason. Once your return request is approved, we will provide the return instructions and return address by email.
Please do not send your order to any address found online or to the original shipping address unless we specifically instruct you to do so.
3. Change of Mind / Unwanted Items
If you change your mind or no longer want the item, you may request a return within 30 days of receiving your order, provided that the item is unused and in its original condition.
For change-of-mind returns, customers may be responsible for the return shipping cost, unless otherwise required by applicable consumer law.
Original shipping fees, if any, may not be refundable unless the item is faulty, damaged, incorrect, or not as described.
4. Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, incorrect, or not as described, contact us as soon as possible at:
contact@borapaw.com
Please include your order number and clear photos or videos showing the issue.
If the issue is confirmed, we will make it right by offering one of the following solutions, depending on the case:
- replacement
- resend
- refund
- another appropriate resolution
In many cases, you may not need to return the damaged or defective item. We will confirm the next steps by email after reviewing your request.
5. Lost Orders
If your order appears to be lost in transit, please contact us at:
contact@borapaw.com
We will review the tracking information and work with our shipping partner to investigate the issue.
If the order is confirmed as lost, we will offer a suitable solution, such as a replacement or refund.
6. Delayed Orders
Because Bora Paw works with trusted fulfilment and shipping partners, delivery times may vary depending on processing, carrier availability and customs procedures.
Estimated delivery times are provided on our Shipping Policy and/or at checkout.
A delayed order is not automatically considered lost. If your order is significantly delayed, please contact us and we will help investigate the status of your shipment.
7. Exchanges
We do not currently offer direct exchanges.
The fastest way to receive a different item or colour is to return the original item, if eligible, and place a new order once the return is approved.
8. Non-Returnable Items
We may be unable to accept returns for:
- items that have been used
- items not in their original condition
- items missing parts, accessories or packaging
- items damaged due to misuse, improper care or normal wear and tear
- gift cards, if applicable
- personalised or custom-made products, if applicable
This does not affect your statutory rights if the item is faulty, damaged, incorrect, or not as described.
9. UK Consumer Cancellation Rights
If you are a consumer in the United Kingdom, you normally have the right to cancel an online order within 14 days of receiving the goods, without giving a reason.
After notifying us that you wish to cancel, you then have 14 days to return the goods.
To exercise your cancellation right, contact us at:
contact@borapaw.com
The item must be unused, in its original condition and packaging, and you must provide proof of purchase.
Customers may be responsible for the cost of returning unwanted goods unless the item is faulty, damaged, incorrect, or not as described.
10. European Union Cooling-Off Period
If your order is shipped to a country within the European Union, you may have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.
As above, the item must be unused, in the same condition that you received it, in its original packaging, and accompanied by proof of purchase.
11. Refunds
Once your return is received and inspected, or once your refund request is approved, we will notify you by email.
If approved, your refund will be issued to your original payment method.
Please allow up to 10 business days for the refund to be processed after approval. Your bank or payment provider may take additional time to post the refund to your account.
If more than 15 business days have passed since your refund was approved, please contact us at:
contact@borapaw.com
12. Order Cancellations
If you want to cancel an order, please contact us as soon as possible at:
contact@borapaw.com
If the order has not yet been processed or shipped, we will do our best to cancel it.
If the order has already been processed or shipped, you may need to wait until the item is delivered and then request a return according to this policy.
13. Contact
For any return, refund or order issue, please contact us at:
contact@borapaw.com
Website:
borapaw.com