Bio-Ball Filter Media – Crystal Clear Water Quality

At Utility Paws, we want you and your pets to be 100% happy with your purchase. If something isn’t quite right, we’re here to help.

1. Right to Cancel (14-Day Cooling-Off Period)

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods. You then have another 14 days to return the items to us.

2. Return Conditions

To be eligible for a return, your item must be:

Unused and in the same condition that you received it.

In its original packaging with all tags attached.

Hygiene Note: For health and safety reasons, we cannot accept returns on opened bags of pet food, treats, or used hygiene products (unless faulty).

3. How to Start a Return

Contact us at supportutilitypaws@gmail.com with your order number.

Pack the item securely and include your proof of purchase.

Send the package to the destination that we will send for your email.

Please note: Unless the item is faulty or incorrect, you will be responsible for paying your own shipping costs for returning your item.

4. Refunds

Once we receive and inspect your return, we will send you an email notification. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

5. Damaged or Faulty Items

If your order arrives damaged or is faulty, please contact us immediately. Under the Consumer Rights Act 2015, you are entitled to a full refund, repair, or replacement for faulty goods. We will cover the return shipping costs in these instances.

6. Exchanges

Need a different size or colour? The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item.

At Utility Paws, we work with global partners to bring high-quality pet essentials directly to your door. By shipping directly from our international distribution centres, we ensure the best prices for you and your furry friends.

Shipping Methods & Delivery Times
We are proud to offer fast and reliable shipping to all UK addresses:

Free Standard Shipping: 5–8 business days.

Expedited Shipping (£5.00): 3–5 business days.

Please note: Delivery times are estimates and start from the date of dispatch. During peak periods or bank holidays, slight delays may occur.

Order Processing
All orders are processed within 1-2 business days. Once your order has been dispatched, you will receive a confirmation email containing your tracking number.

Tracking Your Order
Stay updated every step of the way! You can track your parcel directly through the link provided in your shipping confirmation email.

Customs & Duties
As we ship directly from our international warehouse, most orders fall below the UK customs threshold. However, please be aware that any import duties or local taxes are the responsibility of the customer.