Make a Return

Returns and Refunds

What is your return policy?
We want you and your pet to be happy, but we also have to follow some rules.

• Most unused items in their original condition and packaging can be returned within [X] days of delivery for a refund to the original payment method.

• Certain items are final sale or non-returnable for hygiene and safety reasons (for example: opened grooming products, certain health items, personalised or custom products). These will be clearly marked on the product page.

• All returns are subject to inspection. If an item is not returned in acceptable condition, we may refuse the return or apply a partial refund, as permitted by law.

Full details live in our Returns Policy, which forms part of our Terms of Use.

How do I start a return?
Go to our Returns page and enter your order number + email. Select the items you want to return and follow the instructions to receive a return label or return instructions. Pack items securely and send them back via the specified carrier.

Do I pay for return shipping?
This depends on your region and the reason for the return:

• If we made a mistake (wrong item, damaged, faulty), we’ll usually cover return costs or offer a suitable solution (e.g. replacement or credit), in line with local laws.

• For change-of-mind returns, return shipping may be deducted from your refund or charged separately.

Exact details are explained on our Returns page before you confirm your request.

When will I receive my refund?
Once your return is delivered to us, please allow 7 business days for inspection and processing. After we approve the return, we’ll issue your refund to the original payment method.
Your bank or card issuer may take an additional 3–10 business days to post the refund. Timelines can vary and are outside our control.