Returns & Guarantee
Our 30-day money-back guarantee
We want your pet to actually use and enjoy what you buy from us. If something isn't right, you have 30 days from delivery to send it back for a full refund of what you paid for the item.
What we accept back
- Items in their original condition, with packaging where possible
- Items your pet tried but didn't take to — we know that happens, and we'd rather you tell us than keep something unused
- Anything that arrived damaged, faulty, or not as described
What we can't accept back
- Used grooming items that touch skin or coat directly — clippers, trimmers and brushes — for hygiene reasons, unless they arrived faulty
- Items returned more than 30 days after delivery
- Items damaged by heavy use rather than a manufacturing fault
How to start a return
- Email us with your order number and a short note on what went wrong. A photo helps if the item is damaged.
- We'll reply with the return address and confirm what to send back.
- Once we receive it, your refund goes back to your original payment method within 5–10 business days.
Who pays return shipping
If the item arrived damaged, faulty, or we sent the wrong thing, we cover the return shipping — that's our mistake, not yours. If you simply changed your mind or it didn't suit your pet, return postage is yours to cover.
Damaged or missing orders
If your parcel arrives damaged or doesn't turn up at all, contact us with your order number and we'll sort it out — replacement or refund, whichever you prefer. Don't wait the full 30 days to tell us.
Exchanges
Ordered the wrong size? Message us. It's usually faster to refund the original and place a new order for the right size than to process a formal exchange, and we'll help you do that.
Cancelling an order
If your order hasn't shipped yet, we can usually cancel or change it. Get in touch as soon as you can and we'll do our best.
Questions about any of this? Contact us — a real person reads every message.