Refund policy

RETURNS - CHANGE OF MIND

Under the UK Consumer Contracts Regulations you have 14 days from the day you receive your order to tell us you would like to return it, and a further 14 days to send it back. Items must be unused and in their original condition and packaging. Return postage for change-of-mind returns is paid by the customer. Please contact us via our contact page before sending anything back and we will confirm the return address.

 

PERSONALISED ITEMS

Engraved and personalised items (such as our Personalised Pet ID Tag) are custom-made to your order and cannot be returned for change of mind. This does not affect your rights if the item is faulty.

 

FAULTY, DAMAGED OR INCORRECT ITEMS

If anything arrives damaged, faulty or not as described, contact us within 30 days with a photo and your order number. We will send a replacement or issue a full refund, including postage, in line with the Consumer Rights Act 2015.

 

SIZING

Costumes and beds include size guidance on the product page - please measure your pet before ordering. Wrong-size returns are treated as change of mind.

 

REFUNDS

Refunds are made to your original payment method within 14 days of us receiving your return.

 

Nothing in this policy affects your statutory rights.