Refund Policy

Returns and Refunds

We want you and your pet to love every order. If something is not right, we are here to help. We ship worldwide, and the sections below explain how returns work wherever you are.

Return window

You may request a return within 30 days of delivery. Items must be unused, in their original condition and packaging.

How to start a return — always email us first

Email [email protected] with your order number and the reason, and we will tell you exactly what to do next. Please do not ship anything back before contacting us — unauthorised returns can go missing, and we may not be able to refund them.

Return shipping — and when you do not need to send anything back

Where a return is required, return shipping is the customer's responsibility, unless the item arrived damaged, defective, or incorrect.

Often we will not ask you to send the item back at all. For lower-value items — and for many international orders, where return postage can cost more than the product itself — posting it back makes no sense for anyone. In those cases we will simply refund you and ask you to keep, pass on, or responsibly dispose of the item. We always confirm this by email first, so you never pay to post something back unnecessarily.

Damaged or wrong items

If your item arrives damaged or incorrect, contact us within 48 hours of delivery with photos and we will arrange a free replacement or refund. You do not need to return the item first.

Refunds

Once your return is approved — and, where one is required, received and inspected — your refund is issued to the original payment method. It typically appears within 5 to 10 business days, depending on your bank. Original shipping charges are non-refundable.

International orders

Import duties or taxes are charged by your own country, not by us, and we cannot refund them. If a parcel is refused on delivery or returned to sender, we can refund the cost of the products once it reaches us, minus the original shipping charge.

Non-returnable items

Used items, final-sale items, and gift cards cannot be returned.

Because some items ship from overseas, please allow extra time for any return to arrive.