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Refund policy

Please read this together with our Terms and Conditions

In accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel most orders and receive a full refund from the moment your order is placed and up to 14 days from the day you receive your goods. This applies even if you change your mind and no longer want an item. You are required to notify us within this time period that you wish to cancel. You then have a further 14 days from the date you notify us of your cancellation to return the goods.

Returns should be sent using a tracked postal service. You are responsible for the cost of returning the item to us unless the item is faulty, not as described, or otherwise covered by your statutory rights.

You will receive a refund within 14 days of either us receiving the goods back, or you providing evidence that you have returned the goods (for example, proof of postage), whichever is sooner. The refund will include the cost of the least expensive standard delivery option available when you placed your order.

You have a duty to take reasonable care of the goods while they are in your possession. If the value of the goods has been reduced because they have been handled more than was necessary to establish their nature, characteristics and functioning (as you would be able to do in a shop), we may make an appropriate deduction from your refund.

Until you return the goods to us, you are responsible for taking reasonable care of them. We strongly recommend obtaining proof of posting and using a tracked postal service, as you remain responsible for the goods until they are received by us.

Items that cannot normally be returned fora change of mind
  • Personalised or tailor-made items.
  • Goods that have been inseparably mixed with other items after delivery.
  • Opened food products or natural dog treats where the packaging has been opened and the product cannot be resold for hygiene or food safety reasons.
  • Any other goods exempt from cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Faulty, damaged or incorrect items

The 14-day cancellation period does not affect your statutory rights if an item is faulty, unfit for purpose or not as described.

If your item is faulty, unfit for purpose or not as described, please contact us as soon as possible. You have the right to reject goods that do not conform to the contract within 30 days of delivery and receive a full refund where applicable underthe Consumer Rights Act 2015.

We may ask you to provide photographs, a description of the fault, or return the item to us for inspection before processing your claim. This helps us assess the issue but does not affect your statutory rights.

If inspection confirms that the item is faulty, unfit for purpose or not as described, we will provide the appropriate remedy in accordance with your statutory rights. If we ask you to return the item, we will also reimburse your reasonable return postage costs.

Please note that products damaged through misuse, accidental damage, normal wear and tear, or damage caused by a pet (for example, toys that have been chewed or broken through use) are not considered faulty and will not qualify for a refund or replacement under your statutory rights.

Delivery

Unless a longer delivery period has been agreed, goods must be delivered within 30 days. If your delivery is later than agreed and delivery by the agreed date was essential, you have the right to cancel the purchase and receive a full refund.

Refunds

We will make any reimbursement using the same method of payment you used for the original transaction unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.