Refund policy
Returns & refunds
We want you and your pet to love your order. If something isn't right, you can return it within 7 days of delivery.
What can be returned
- Items must be unused, in their original condition and packaging, with all parts and accessories included.
- Items that have been used by a pet (for example a bed that has been slept on, or a brush or paw cleaner that has been used) can't be returned for hygiene reasons, unless they arrived damaged or faulty.
How to start a return
- Contact us through our contact page within 7 days of delivery, with your order number and the reason for the return.
- We'll reply with return instructions and the return address. Please don't send items back before contacting us, as returns we didn't arrange can't be accepted.
- Pack the item securely and send it using a trackable shipping service.
Return shipping
Return shipping costs are paid by the customer, unless the item arrived damaged, faulty or wasn't what you ordered.
Damaged, faulty or wrong items
If your order arrives damaged or faulty, or you received the wrong item, contact us within 7 days of delivery with your order number and a photo of the problem. We'll send a replacement or give you a full refund, at no extra cost to you.
Refunds
Once we receive and check your return, we'll email you to confirm. Approved refunds go back to your original payment method within 5 business days. Depending on your bank or card provider, it can take a few more days to show on your statement.
Exchanges
The quickest way to swap a size or color is to return the item you have and place a new order for the one you want.
Questions
Get in touch through our contact page and we'll be happy to help.