Our 30-Day Money-Back Guarantee: we want you and your pet to be genuinely happy with what you've bought. If it's not right for any reason, you have 30 days after receiving your order to send it back for a full refund. Here's exactly how it works.
Your right to change your mind
Under UK consumer law, you also have the right to cancel your order within 14 days of receiving it, without needing to give a reason — on top of our own 30-day window. If you would like a refund, just get in touch with us 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?
Please contact us first, before sending anything back, so we can confirm your return and give you the correct address. Once your return is approved, the item will need to be sent back to us using your own return shipping label, at your own cost. We'll always let you know the best way to proceed.
How to start a return
- Get in touchMessage us with your order number and we'll confirm you're covered.
- Send it backWe'll share the return address. Most items just need their original packaging.
- Get refundedOnce it arrives, refunds are processed within 5–7 working days.
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.
Still have a question?
A real person on our team will reply.