Refund policy

Refund and Return Policy

Last updated: 25 August 2026

The short version

You have 30 days from the day your order arrives to ask for a return. If the item is faulty, damaged, or not what you ordered, we cover everything. If you have simply changed your mind, you cover the return postage.

What can be returned

To be eligible, an item must be unused, in the same condition you received it, and in its original packaging with any tags still attached.

For hygiene reasons we cannot accept returns on the following once they have been used by a pet:

Grooming tools that have been in contact with an animal (brushes, combs, nail grinders, paw cleaners)
Beds, mats and soft furnishings that have been slept on or soiled
Feeding bowls and water fountains that have been filled
Waste bags once a roll has been opened

This does not affect your rights if an item arrives faulty or is not as described — those are always covered, used or not.

How to start a return

Email elijahgharibi67@gmail.com with your order number and, if the item is damaged or wrong, a photo. We will reply within 1 business day with the return address and instructions.

Please do not send anything back before contacting us. Parcels returned without an authorised return will not be refunded.

Who pays for return shipping

Faulty, damaged or incorrect item: we pay. In many cases we will not ask you to send it back at all — a photo is usually enough for us to refund or replace.
Change of mind: you pay the return postage. Original shipping charges are not refunded.

Refunds

Once your return is received and inspected, we will email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. How quickly it appears on your statement depends on your bank or card issuer.

If more than 15 business days have passed since we confirmed your refund and you still have not seen it, please contact us.

Damaged or wrong items

Please inspect your order when it arrives. If anything is damaged, defective, or not what you ordered, email us within 7 days of delivery with a photo and we will make it right — replacement or full refund, whichever you prefer. You will not be asked to pay return postage.

Cancelling an order

Orders can be cancelled for a full refund within 24 hours of being placed, provided they have not already been sent to fulfilment. Email us as soon as possible. After that point the order is with our supply partner and must be handled as a return.

Late deliveries

Our published delivery window is 10–18 business days from order. A delivery running behind that window is not on its own grounds for a refund, but if your order has not arrived within 25 business days of shipping, contact us and we will either replace it or refund you in full.

Exchanges

The fastest way to get a different item or a different size is to return the original for a refund and place a new order. Message us first and we will help you get the sizing right.