Our policy lasts 30 days. Please email us within this time frame if you require a refund and we will contact you with return details. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a refund, your item must be unused and in the same condition that you received it. Return postage will be charged to the customer. Please always ensure you order the correct size item for your pet to avoid paying return postage costs. We are always available to give advice on this.
If we believe items have been used or tampered with prior to return we will not offer a full refund.
If you think your item was sent in a faulty condition this must be declared within 7 days of receiving the item and photos will be required. If we agree the item was faulty on arrival we will arrange the return postage cost.
Please note: under no circumstances will the initial postage cost be refunded.
We do not accept responsibility for damage caused by the customer or their pet, e.g. scratching, biting, chewing the material. Customers will be held responsible for damage of this kind, they will not be considered 'faulty' and we will not send refunds for this.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Faulty item (as per our description) that is declared more than 7 days after delivery.
Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Next contact your credit card company, it may take some time before your refund is officially posted.
Also contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you have ordered the wrong size and want to exchange please remember return postage will be charged to the buyer. If you need to exchange it for the same item, send us an email at email@example.com to discuss this.
To return your product, please email us at firstname.lastname@example.org for return details.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, we would always recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item if you don't use a tracked service and will not be held responsible for items going missing in the post.