Refund & Return Policy

Last updated: September 21, 2026

We want you and your four-legged companion to be happy with every purchase. As some of our products are fulfilled and shipped directly by carefully selected third-party suppliers, return procedures and return addresses may vary depending on the product.

Please read the following policy carefully before requesting a return.

1. Returns

You may request a return within 14 days of receiving your order.

To be eligible for a return, the item must be unused, unworn, undamaged and, where reasonably possible, returned in its original packaging with all accessories, labels and documentation included.

To request a return, please contact us before sending the product back. We will provide you with the appropriate return instructions and, where applicable, the correct return address.

Do not return an item to the address shown on the original shipping package unless we specifically instruct you to do so. Our products may be shipped from different fulfilment partners, and the original shipping address may not accept returns.

Returning an item without contacting us first may result in delays or make it impossible for us to correctly identify and process the return.

2. Change of Mind

If you change your mind about your purchase, you may exercise your applicable right of withdrawal within 14 days of receiving the product.

Unless otherwise required by applicable law, return shipping costs for change-of-mind returns are the responsibility of the customer.

You are responsible for ensuring that the returned product is properly packaged and reaches the designated return location.

We recommend using a tracked shipping method and keeping proof of shipment.

3. Damaged, Defective or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your item arrives damaged, defective, incomplete, or if you receive the wrong product, contact us as soon as possible and provide:

• Your order number;

• A description of the issue;

• Clear photographs or videos showing the product and the issue;

• Photographs of the packaging where relevant.

We will review the request and determine the appropriate solution, which may include a replacement, refund or another remedy available under applicable consumer law.

Please do not discard a damaged or defective product or its packaging until your request has been reviewed, as additional information may be required.

4. Refunds

Once a returned item has been received and inspected, we will inform you whether your refund has been approved.

If approved, the refund will normally be issued to your original payment method.

Please note that banks, card issuers and payment providers may require additional processing time before the refund appears in your account.

Where permitted by applicable law, original shipping charges and return shipping costs are not refundable for change-of-mind returns.

This does not affect your statutory rights where a product is defective, damaged, incorrect or otherwise not in conformity with your order.

5. Orders Shipped by Third-Party Fulfilment Partners

Some products available through our store are stored, processed and/or shipped by independent fulfilment partners.

As a result:

• Products may be shipped separately;

• Different products may have different return addresses;

• Return instructions may vary depending on the supplier and destination;

• Processing times may vary after a returned product reaches the designated return location.

Our use of third-party fulfilment partners does not affect any consumer rights that cannot legally be excluded or limited.

6. Delivery Delays

Estimated delivery dates displayed on our website are estimates unless expressly stated otherwise.

International shipments and third-party fulfilment may occasionally be affected by circumstances outside our reasonable control, including carrier delays, customs procedures, severe weather, public holidays or other logistical disruptions.

If your order is significantly delayed, please contact us so that we can investigate the shipment.

Nothing in this section limits any rights you may have under applicable consumer law regarding delayed or undelivered orders.

7. Incorrect or Incomplete Delivery Information

Customers are responsible for providing complete and accurate shipping information when placing an order.

If an order cannot be delivered because the customer provided an incorrect or incomplete address, additional shipping costs may apply where permitted by law.

If you notice an error in your delivery information, contact us immediately. We cannot guarantee that an address can be changed once an order has entered fulfilment.

8. Refused and Unclaimed Packages

If a package is refused, not collected, or returned to the sender because of circumstances attributable to the customer, any reasonable return or reshipping costs may be deducted from the refund where permitted by applicable law.

Please contact us before refusing a delivery whenever possible.

9. Lost or Missing Packages

If tracking indicates that your package has not been delivered within the expected timeframe, contact us so that we can investigate the shipment with the relevant carrier or fulfilment partner.

If tracking indicates that an order has been delivered but you cannot locate it, please first check the delivery location, household members, neighbours and any designated safe place.

We may request additional information before opening an investigation with the carrier.

Your statutory rights regarding non-delivery remain unaffected.

10. Non-Returnable Items

Certain products may not be eligible for return where permitted by applicable law, including:

• Personalised or custom-made products;

• Sealed products that are not suitable for return for health or hygiene reasons once unsealed;

• Products that have been used beyond what is reasonably necessary to inspect their nature, characteristics and functioning;

• Gift cards or other items excluded from return by applicable law.

Any applicable exclusion will be communicated where required.

11. Exchanges

Because products may be fulfilled by different suppliers, we may not always be able to offer direct exchanges.

Where an exchange is not operationally possible, we may ask you to return the eligible item and place a new order.

This does not limit any mandatory rights you may have regarding defective or non-conforming products.

12. Return Shipping

For change-of-mind returns, customers are generally responsible for return shipping costs unless otherwise stated or required by applicable law.

For confirmed defective, damaged or incorrect products, we will provide an appropriate remedy in accordance with applicable consumer law.

Please contact us before purchasing return postage, as we cannot guarantee reimbursement of return shipping costs that were incurred without prior coordination.

13. Abuse and Fraud

We reserve the right to investigate return or refund requests where there are reasonable indications of fraud, abuse, manipulation, or repeated misuse of our return process.

This may include requesting additional evidence reasonably necessary to verify the order, delivery or condition of the product.

Nothing in this section limits mandatory consumer rights.

14. European Union Customers

If you are a consumer located in the European Union, you generally have the right to withdraw from an eligible distance purchase within 14 days without providing a reason, subject to the exceptions provided by applicable law.

This policy is intended to operate alongside, and not replace or restrict, any mandatory consumer rights available to you under applicable law.

15. Contact Us

If you have any questions about a return, refund, damaged item or delivery issue, please contact us through the contact details provided on our website.

Please include your order number whenever possible so that we can process your request efficiently.