Returns and refunds information

Returns and Refunds Policy

We want you to be happy with your purchase of our pet products and accessories. If you are not completely satisfied, our customer support team is here to help.

This policy applies to purchases made directly through our website for delivery within the United Kingdom.

How to request a return

Please contact our customer support team by email and provide:

Your order number or other proof of purchase.
Details of the product you wish to return or exchange.
A description of any fault or problem, where applicable.
Photographs of damage or an incorrect item, where reasonably available.

We aim to respond within one working day and will provide return instructions.

Please contact us before sending an item back so we can confirm the correct return address. You do not need our approval to exercise a valid statutory cancellation right.

Our 30-day return policy

We accept eligible change-of-mind return requests within 30 days of delivery.

For returns under our voluntary 30-day policy, products must be:

Unused.
In their original condition.
In their original packaging, including supplied hardware, manuals and accessories, where applicable.

These conditions apply to our voluntary return policy. They do not restrict your statutory cancellation rights or your rights concerning faulty, damaged or incorrectly supplied goods.

Your statutory right to cancel

For most online purchases, you can cancel without giving a reason from the time you place your order until 14 days after the day you receive your goods.

You must notify us clearly of your decision to cancel within this period. You then have a further 14 days to send the goods back.

You may inspect the goods as you reasonably would in a shop. Original packaging is not a condition of exercising this statutory right.

Where permitted by law, we may deduct an amount for any reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

Certain exceptions apply, including products made to your specifications or clearly personalised. These cancellation rights are set out in the Consumer Contracts Regulations 2013.

Return delivery costs and fees

Change-of-mind returns

You are responsible for the direct cost of returning an item because you have changed your mind or ordered the wrong product.

Damaged, faulty or incorrect items

We cover reasonable return costs for goods confirmed to be faulty, damaged on arrival or incorrectly supplied. We will explain the appropriate arrangements, which may include a prepaid return label or collection.

Restocking fees

We do not charge restocking fees.

Restocking fee: £0.00.

Any lawful deduction for diminished value under the statutory cancellation rules is separate from a restocking fee.

How to send your return

Our customer support team will confirm the appropriate return address and instructions.

Please:

Pack the item securely to protect it during transit. Use the original packaging if available, or suitable protective packaging.
Include the relevant order details so we can identify your return.
Follow the return arrangements provided by our team.
Keep your proof of postage and tracking information.

If you are exercising your statutory cancellation right, please send the goods back within the applicable deadline.

Exchanges

We accept exchange requests for eligible products within 30 days of delivery, subject to availability and the conditions of our voluntary return policy.

Please contact our customer support team with your order number and details of the product you wish to exchange.

If the item is faulty, damaged or incorrect, your statutory remedies remain available regardless of our voluntary exchange conditions.

Incorrect products

If you receive a different product from the one you ordered, please contact us promptly and provide:

Your order number or other proof of purchase.
A description of the item received.
Photographs of the product and packaging, where available.

We will investigate and arrange an appropriate solution at no additional return cost to you.

Damaged or faulty products

If your product arrives damaged or develops a fault, please contact our customer support team with details of the problem.

Photographs can help us assess the issue, but their absence does not automatically prevent a valid claim.

Your rights concerning faulty goods are separate from our voluntary 30-day return policy. Depending on the circumstances and when the fault arises, you may be entitled to a refund, repair or replacement.

Sale items have the same statutory rights as full-price items. Further information is available in GOV.UK’s guidance on returns and refunds.

Refund processing

Eligible refunds are generally processed within 2–5 working days after we receive and assess the returned goods.

For statutory cancellations, we refund without undue delay and no later than 14 days after receiving the goods back or receiving evidence that you sent them back, whichever is earlier. Different timing applies where we have offered to collect the goods.

Refunds are issued in pounds sterling (GBP £) to the original payment method, unless you expressly agree otherwise. We do not charge a refund processing fee.

Your bank or payment provider may require additional time before the refund appears in your account.

Original delivery charges

When you exercise a statutory right to cancel the whole order, we refund any standard outbound delivery charge you paid.

If you selected a more expensive delivery service, we only need to refund the equivalent standard delivery cost. Our standard delivery is free.

For partial returns or returns under our additional voluntary policy, any delivery refund depends on the circumstances and your applicable rights. Statutory cancellation refunds follow regulation 34 of the Consumer Contracts Regulations.

Return exclusions

The following may be excluded from our additional voluntary change-of-mind return policy:

Used or modified products.
Products not returned in their original condition.
Products damaged through misuse, improper handling, failure to follow product instructions or negligence.
Clearly identified final-sale products.
Custom-made or personalised products.

These exclusions do not remove statutory rights. In particular, a final-sale label does not remove an otherwise applicable online cancellation right.

We are not responsible for damage caused by misuse or failure to follow product instructions, but this does not affect claims concerning an underlying fault or another failure to meet your statutory rights.