Return & Refund Policy

Last updated: September 2026

We want you to be happy with your purchase. If something is not right, you can return most items within 30 days of delivery for a refund.

1. The 30-day guarantee

You may return an item within 30 days of the date it was delivered, provided that:

• the item is unused, unworn and undamaged;
• it is returned in its original packaging with all accessories, manuals and tags;
• you can provide the order number or the email address used to place the order.

We recommend using a tracked service and keeping your proof of postage, as we cannot refund items that are lost on their way back to us.

2. How to start a return

1. Email [email protected] with your order number and the reason for the return.
2. We will confirm that the item is eligible and send you the return address and packing instructions within 1–2 business days.
3. Pack the item securely, include your order number inside the parcel, and send it to the address we provide.
4. Send us the tracking number so that we can follow the parcel.

Please do not send items back without contacting us first — parcels that arrive without an order reference are difficult to match to a customer and may delay your refund.

3. Return shipping costs

• If the item is faulty, damaged in transit, or not what you ordered, we will cover the cost of returning it and will refund your reasonable return postage.
• If you are returning an item because you changed your mind or ordered the wrong size or model, the cost of return shipping is yours to bear.

4. Refunds

Once your return arrives, we inspect it within 2 business days. Approved refunds are issued to your original payment method (PayPal) within 5–7 business days of approval. Depending on your bank or card issuer, it may take a few additional days for the funds to appear on your statement.

Refunds cover the price you paid for the returned item. Original shipping is free on every order and is therefore not refunded separately; where an order was partially returned, the refund is limited to the value of the returned items.

5. Damaged, defective or incorrect items

If your parcel arrives damaged, or you receive the wrong item, please contact us within 7 days of delivery and include photographs of the item and the packaging. We will arrange a replacement or a full refund, including any return postage, at no cost to you. Claims made after this window may be harder for us to verify with the carrier.

6. Items that cannot be returned

For hygiene and safety reasons, the following items cannot be returned once they have been opened or used, unless they are faulty:

• grooming tools and clippers that have been used on an animal;
• consumable items such as food, treats and supplements with a broken seal;
• litter, bedding and other items that have been in contact with an animal;
• personalised or made-to-order items;
• gift cards.

Nothing in this policy affects your statutory rights under the consumer law of your country of residence, including your right to cancel an order within the cooling-off period where that right applies.

7. Cancellations and order changes

Because orders are handed to our carrier within 1–3 business days, we can only change or cancel an order before it is dispatched. If you need to cancel, email us as soon as possible with your order number — if the order has already shipped, you can use the 30-day return process instead.

8. Exchanges

We do not operate a direct exchange service. To swap an item for a different size or model, return the original for a refund and place a new order — this is usually the fastest way to get the right product to you.

9. Contact

Questions about a return or a refund? Email [email protected] with your order number and we will reply within 24 hours, Monday to Friday.