We want you to be happy with your order, and we know that sometimes things do not work out. Here is exactly how returns and refunds work with us.
Your right to change your mind
Under UK consumer law, you have the right to cancel your order within 14 days of receiving it, without needing to give a reason. If you would like a refund, just get in touch with us within that window and we will guide you through the next steps.
General return conditions
To be eligible for any return, items must be unused, in their original condition, and in their original packaging, with any tags or hygiene seals intact.
Pet beds, mats, toys, bowls, harnesses, collars, and grooming items
Because these products come into direct contact with an animal, we ask that they only be returned unused and in their original, unopened packaging with any hygiene seal intact. If an item shows signs of having been used by a pet, such as a bed that has been slept on, a toy that has been chewed, or a harness that has been worn, we are unable to resell it as new. In these cases we may reduce your refund to reflect the item's reduced value, up to the full purchase price, or decline the return depending on the extent of use. This does not affect your rights if the item is faulty.
Damaged, faulty, or not as described
If your item arrives damaged, faulty, or is not what you ordered, please contact us within 14 days of delivery with a photo of the item and a brief description of the issue. In most cases, we can offer a full refund or a replacement without needing you to send the item back to us, since return shipping costs often outweigh the value of the item itself. This is assessed case by case.
Simply changed your mind?
If you would like to return an item you no longer want, please contact us first before sending anything back. Because our products ship from a network of suppliers, we will let you know the best way to proceed, which may include a partial refund without needing a physical return, depending on the item.
How refunds are processed
Once your return or refund request is approved, we aim to process it within 5 to 7 working days. Refunds are issued to your original payment method, and your bank or card provider may take a few extra days to show the funds in your account.
What is not covered
Items that are damaged through misuse, normal wear and tear, or have been used beyond a reasonable inspection are not eligible for a full refund under this policy, though your statutory rights are never affected. Where the law entitles you to a refund, we will always honour it.
Need help?
Our team is genuinely happy to help sort out any issue with your order. Get in touch via our Contact Us page and we will get back to you as quickly as we can.