Refund policy

We want you and your pet to love what you order. If something isn't right, you can return it within **30 days of delivery**.

**What can be returned**
- Items must be unused, unwashed and in their original packaging, with any tags still attached.
- For hygiene reasons we can't accept returns of items your pet has used (for example chewed toys, or used beds, mats or grooming tools) unless they arrived faulty or damaged.

**How to start a return**
Contact us through our Contact page with your order number and the item you'd like to return. We'll reply with the return address and instructions. Please don't send items back without contacting us first, because returns go to a different address from the one on your parcel.

**Return shipping**
- **Changed your mind?** You pay the cost of shipping the item back. Original shipping charges are non-refundable.
- **Damaged, faulty or wrong item?** We cover the cost. Contact us within 7 days of delivery with a photo of the problem, and we'll send a replacement or a full refund, whichever you prefer.

**Refunds**
Once we receive and inspect your return, we'll email you to confirm. Approved refunds go back to your original payment method, usually within 5–10 business days depending on your bank.

**Cancellations**
Contact us as soon as possible. We can cancel orders that haven't shipped yet. Once an order has shipped, the return process above applies.