Buyer Protection & Payment Security Policy

Effective Date: 01 June 2025

At Moony Paw Ltd, we are committed to providing a secure and trustworthy shopping experience. This policy outlines how we protect your payment information and support you throughout the ordering process, in accordance with UK consumer protection laws.

1. Secure Payment Processing

We use reputable third-party payment providers to process all transactions securely. These include:

  • Shopify Payments (Visa, Mastercard, American Express, UnionPay, Discover, Diners Club)

  • PayPal

  • Klarna

  • Apple Pay

  • Google Pay

  • Shop Pay

All payment methods are processed through PCI DSS-compliant platforms with SSL encryption. Moony Paw Ltd does not store or have access to your full credit or debit card details at any point.

2. Site-wide SSL Encryption

Our entire website is protected by SSL (Secure Socket Layer) technology. This encrypts all data transmitted between your browser and our servers to ensure that your personal and financial information remains confidential and secure.

3. Buyer Protection

Order Confirmation

Upon successful payment, customers receive an email confirmation detailing the order summary and, where applicable, tracking information.

Refunds and Returns

Moony Paw Ltd accepts returns only for non-food, non-custom items (such as ceramic hideouts), as outlined in our Refund & Returns Policy. Food items, dried sprays, forage, mystery boxes, and custom-made products are excluded from returns for hygiene and safety reasons.

Refunds for eligible items are processed within 10 business days of receiving and inspecting the returned goods. Refunds are issued to the original payment method. Shipping costs are non-refundable unless the item was defective or sent in error.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please notify us within 48 hours of delivery. If confirmed, we will offer a suitable resolution, which may include a replacement or refund.

Unauthorised Returns

Returns sent without prior approval or outside the return window will not be accepted or refunded.

4. Klarna Buyer Protection

If you choose Klarna at checkout, your payment agreement is with Klarna directly. Klarna provides its own Buyer Protection and dispute resolution process. We notify Klarna of any returns or cancellations where appropriate. Learn more at Klarna UK.

5. PayPal Buyer Protection

Purchases made via PayPal are covered by PayPal’s Buyer Protection Policy. If your item does not arrive or is significantly not as described, you may open a dispute with PayPal within the specified timeframe.

6. Data Protection

Moony Paw Ltd processes personal data in accordance with the UK GDPR and the Data Protection Act 2018. Personal data is collected only as necessary to fulfil orders and provide customer support. For full details, see our Privacy Policy.

7. Chargebacks and Fraud Prevention

We reserve the right to investigate and challenge any chargebacks where proof of delivery or service can be provided. In cases of suspected fraudulent activity, we may request identity verification or order confirmation before issuing a refund.

8. Policy Updates

This policy may be updated to reflect changes in legal obligations, payment providers, or business practices. Customers are encouraged to review it periodically.

Moony Paw Ltd
Registered in the United Kingdom
Email: info@moonypaw.com