Refund policy

Return & Refund Policy

We want you and your pet to love your order. If something isn't right, we're here to help.

Return window

You have 30 days from the date you receive your order to request a return. Items must be unused, unwashed, in their original condition and packaging, with all tags attached, and accompanied by proof of purchase.

Right of withdrawal (EU customers)

If you are a consumer in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the goods without giving any reason. Our 30-day return window extends this right. To exercise it, send us a clear statement of your decision to withdraw at [EMAIL].

How to start a return

Email [EMAIL] with your order number and the item(s) you want to return.
We will reply with return instructions and the return address. Please do not send items back without contacting us first. Items sent to the wrong address cannot be refunded.
Pack the item securely and ship it with a trackable service.

Items ship from different warehouses, so the return address may differ from the address your order shipped from.

Return shipping costs

If an item is damaged, defective or not what you ordered, we cover return shipping. For all other returns, the customer pays for return shipping.

Damaged, defective or wrong items

Please inspect your order when it arrives. If an item is damaged, defective or incorrect, contact us within 7 days of delivery at [EMAIL] with your order number and photos. We will send a replacement or issue a full refund, including shipping costs, at no cost to you.

Non-returnable items

Gift cards
Items marked as final sale
Used pet hygiene and grooming products, for health and safety reasons, unless faulty

Exchanges

The fastest way to get a different item is to return the original for a refund and place a new order.

Refunds

Once we receive and inspect your return, we will email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 14 days. Your bank or card issuer may take additional time to post the refund.

Original shipping costs are refunded when you withdraw from an entire order (EU), or when an item is faulty or incorrect. Otherwise, shipping costs are non-refundable.

If you haven't received your refund after 14 days, first check with your bank, then contact us at [EMAIL].