Returns & refunds
If it is not right, tell us
Sizing is the most common reason a pet product goes back, and it is nobody’s fault. Here is exactly how to sort it.
- Contact first
- Always message us before posting anything back. It protects your return.
- Photos help
- For damage or a wrong item, clear images resolve the case far faster.
- Same method
- Approved refunds return through the payment method used originally.
Start here Pick your situation
How a return actually works
Four stages. The first one matters most — everything else follows from it.
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Stage one
You contact us
Order number, the item, and a short note on why it is going back.
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Stage two
We review it
We check the order and circumstances against the applicable return terms.
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Stage three
You get instructions
If a return is appropriate, we send the correct details before anything ships.
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Stage four
Resolution
Once reviewed, we confirm the outcome that fits the circumstances.
Before you message us Four things
A return that includes the right detail from the first message is usually settled in one exchange instead of four.
For anything product-related, photographs or video make the biggest difference. They let us see the condition of the item and the packaging without asking you to describe it twice.
Important. Please do not post an item to an address printed on the original parcel before receiving return instructions from us. That address is often a fulfilment site, not a returns address, and parcels sent there can be lost.
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01
Your order number
It lets us find the purchase immediately rather than searching by name.
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02
Which item, and what happened
One or two sentences is plenty. Tell us what you expected and what arrived.
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03
Photos or video
For damaged, faulty or incorrect items. Include the parcel and label if relevant.
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04
Keep the packaging
Hold on to the product and its packaging until the request has been reviewed.
A refund has two clocks, and only one is ours. Why timings vary after approval
When a refund is approved we submit it for processing straight away, back to the payment method used for the original purchase. From that point your bank or payment provider decides how long the money takes to show up — which is why the amount can appear days after we have marked it done.
Damaged, faulty or simply wrong
Send these four things and we can usually resolve it without a second email.
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Order number
So we can locate the purchase and see exactly what was dispatched.
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Product photographs
Clear images showing the problem, in reasonable light.
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Parcel and label
Useful when the issue may have started in fulfilment or transit.
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A short explanation
What you expected, and what actually turned up.
Returns questions
How do I request a return?
Contact us with your order number, the item concerned and the reason for the request. Please wait for instructions before sending anything back.
Where should I send my return?
The correct address depends on the order and the circumstances. Do not return the product to an address printed on the original parcel — contact us first and we will confirm where it should go.
What if my item arrives damaged?
Contact us with your order number and clear photographs or video of the product and the issue. Images of the packaging and delivery label are often useful too.
What if I receive the wrong item?
Send us the order number along with photographs of the product and packaging, so we can review what was actually delivered against what was ordered.
The size is wrong. Is that a valid reason?
Get in touch and tell us the measurements you took and the size you ordered. Sizing is the single most common return reason in pet products, and the feedback helps us improve the guidance on the product page for the next customer.
How long will my refund take?
Once approved and processed on our side, the time for funds to appear depends on your bank or payment provider.
Can the refund go to a different card?
Refunds are normally processed back through the payment method used for the original transaction.
Can I exchange instead of refunding?
The right resolution depends on the product and the circumstances. Contact us before returning anything and we will explain the options available for your order.
Can I cancel an order before delivery?
Contact us as soon as you can. Whether an order can still be changed or cancelled depends on how far it has moved through processing.
Where are the complete return terms?
Our official Refund Policy sets out the full terms and eligibility conditions that apply.
Let us sort it out
Order number, the item, and what happened. That is all we need to get started.