Refund Policy

We want you and your pet to be happy with your order. This policy explains how to cancel an order, return an item and get a refund. It does not affect your statutory rights as a consumer.

Your right to cancel

You can cancel your order within 14 days of the day you (or someone you name) receive the goods, without giving any reason. If your order arrives in several packages, the 14 days start from the day you receive the last one.

To cancel, reach us through our contact page with your order number and a clear statement that you wish to cancel. You don’t need to use a particular form.

Sending items back

• Please contact us before sending anything back, so we can give you the return address.
• Send the items back within 14 days of telling us you want to cancel.
• Unless the item arrived damaged, faulty or incorrect, the cost of returning it is paid by you.
• Please handle items only as you would in a shop while you decide. If an item has been used beyond what is needed to check it, we may reduce your refund to reflect the loss in value.

Your refund

We’ll refund the price of the returned items and the standard delivery cost you paid, within 14 days of receiving your cancellation. We may wait until we have received the items back, or you have shown proof that you’ve sent them, whichever happens first.

Refunds go back to the original payment method. Depending on your bank or card provider, it can take a few extra days for the money to appear in your account.

Damaged, faulty or incorrect items

If your item arrives damaged or faulty, or isn’t what you ordered, please reach us through our contact page as soon as possible with your order number and a photo of the problem. We’ll arrange a replacement or a full refund, including any shipping costs, at no cost to you. This is in addition to your legal rights for goods that are not as described or not fit for purpose.

Lost parcels

If your order hasn’t arrived after the estimated delivery time in our shipping policy, please contact us and we’ll help.