Returns and exchanges

Thirty days

You have thirty days from the day your order arrives to return it. The item needs to be in a condition we could reasonably describe as unused - but a dog having sniffed it, or a box having been opened, is not a problem.

How to start a return

Get in touch through the contact page with your order number and which item you're returning. We'll reply with the return address and instructions.

Please wait for that reply before sending anything back. Returns posted to the wrong address are difficult to trace and slow to refund.

Return postage is paid by you unless the item arrived damaged, faulty, or wasn't what you ordered - in which case we cover it.

For lower-value items it's often not worth anyone's time to ship something back. Tell us what went wrong and we'll usually just send a replacement.

Refunds

Once your return arrives we'll refund the original payment method. Depending on your bank it can take a few days to appear after we process it.

Original shipping costs are refunded only if the item arrived damaged, faulty, or wasn't what you ordered.

Exchanges

The quickest route is to return the item for a refund and place a new order. That way you're not waiting on us to receive one thing before sending another.

Damaged or faulty items

Send us a photograph and your order number. We'll replace it or refund it, and you won't be asked to pay return postage.

What we can't take back

Anything that has been used in a way that can't be undone - a chewed toy, an opened pack of wipes, a used grooming consumable. If you're unsure, ask before you send it.

Your statutory rights

Nothing on this page limits the rights you have under consumer protection law where you live.