Refund policy

1. Return Eligibility

Customers may request a return within 7 days of receiving their order, subject to applicable consumer protection laws.

To be eligible for a return, the item should:

  • Be unused and in its original condition.

  • Be clean and free from pet hair, dirt, stains, or damage caused by use.

  • Include its original packaging, tags, and accessories where reasonably possible.

Please contact us before sending any item back. Unauthorised returns may cause delays in processing.

Our 30-day policy does not limit any statutory rights you may have under applicable consumer protection laws.

2. How to Request a Return

To initiate a return, please email us at [Customer Service Email] with the following information:

  • Your order number.

  • The item you wish to return.

  • The reason for the return.

  • Photos or videos, if the item is defective, damaged, or incorrect.

Our customer service team will review your request and provide the return instructions and authorised return address.

Please do not send items to an address without receiving return instructions from us.

3. Change of Mind and Size Issues

If you change your mind or order the wrong size, please contact us to arrange a return.

For eligible change-of-mind returns, customers are responsible for return shipping costs unless otherwise stated by us or required by applicable law.

For UK online purchases, consumers generally have a statutory cancellation period of 14 days after receiving their goods, followed by a further 14 days to send the goods back after notifying the seller of cancellation. Exceptions may apply in specific circumstances.

For customers in the European Union, applicable statutory withdrawal rights will also be respected.

You may handle and inspect an item as reasonably necessary to establish its nature, characteristics, and fit. However, deductions may be permitted under applicable law if an item has been handled beyond what is necessary and its value has diminished.

4. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible at [Customer Service Email].

Please include your order number and clear photos or videos showing the issue.

We will assess the problem and arrange an appropriate remedy, which may include a replacement, repair, refund, or return shipping arrangement, depending on the circumstances and applicable law.

Customers will not be charged return shipping costs for valid claims involving defective, damaged, or incorrectly supplied products where we are responsible for those costs.

Nothing in this policy limits your statutory consumer rights.

5. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will generally be issued to the original payment method.

For statutory cancellations, refunds will be processed within the time limits required by applicable law. In the UK, this is generally within 14 days of receiving the returned goods or, where applicable, receiving evidence that the goods have been sent back, whichever occurs first.

Refund processing times may vary depending on your bank, card issuer, or payment provider.

Where required by law, refunds will include the applicable standard outbound delivery charge. Any additional cost arising from your choice of a more expensive delivery option may not be refundable.

6. Exchanges

If you need a different size or colour, please contact us at [Customer Service Email].

Exchanges are subject to stock availability. If the requested item is unavailable, we will explain the available options, which may include a refund where appropriate.

For faster service, we may recommend returning the original item and placing a new order.

7. Non-Returnable Items

Certain items may not be eligible for return where permitted by applicable law, including:

  • Personalised or custom-made products.

  • Items that are clearly marked as non-returnable for a legally valid reason.

  • Goods that are exempt from withdrawal rights under applicable law.

For hygiene or safety reasons, we may ask that pet clothing be returned clean and unused where appropriate. However, we will not exclude a return or statutory remedy where the law requires us to accept it.

8. Late or Missing Refunds

If you have not received your refund after it has been approved:

  1. Check your bank account or payment provider.

  2. Contact your card issuer or bank, as processing may take additional time.

  3. If the refund is still missing, contact us at [Customer Service Email].

We will help you check the status of your refund.

9. Return Shipping and International Orders

Return instructions and the correct return address will be provided by our customer service team.

For orders shipped to the UK or European Union, return shipping responsibilities will depend on the reason for the return and applicable consumer protection laws.

Customers should contact us before arranging international return shipping to avoid unnecessary costs or customs complications.

Any customs duties, taxes, or other charges will be handled in accordance with applicable law and the terms disclosed at checkout.