Refund policy

Returns & Exchanges

We get it, sometimes things don’t quite fit or you change your mind. If you’d like to return or exchange something, head to your Account, select your order and submit a return request within 30 days of receiving it.

Items must be returned in their original, unworn and unused condition. They should be clean, free from pet hair and returned with any original tags or packaging where applicable.

If you’d like to exchange an item, please include the size or item you’d like in the notes box when submitting your request. The replacement item will not be posted until we have received your original item and checked its condition.

For bundle orders, you only need to return the item you’d like to swap. We’ll adjust your exchange or refund so that you are not paying extra for the products, although applicable postage costs will still need to be covered.

Once your return is approved, a prepaid return label will be generated. You will need access to a printer to print the label. Unless the item is confirmed to be faulty or we sent the wrong product, you are responsible for the return postage and the cost of posting an exchanged item back to you.

Customers are responsible for return postage when the wrong size was ordered or when they have changed their mind. We recommend using a tracked service, as we cannot issue a refund for an item that does not reach us.

Please include your order slip or a note containing your name and order number inside the parcel. We may be unable to process your return if we cannot identify who it belongs to.

Refunds

We’ll refund the cost of eligible returned items, minus any applicable postage costs.

Refunds are normally processed once the returned items have reached us and have been checked. Please allow us a reasonable amount of time to inspect your return. Once approved, the refund will be issued to the original payment method used at checkout.

If your original order included free shipping because it met a qualifying threshold, such as free shipping over £50, and the return brings the retained order below that threshold, the original shipping cost may be deducted from your refund. The cost of any return label provided may also be deducted where the return is due to an incorrect size being ordered or a change of mind.

This does not affect your statutory consumer rights.

Bundles & Customised Items

You can return individual items from a discounted bundle, but the remaining items may be recalculated at their normal individual prices if the return means the original bundle offer is no longer valid. Your refund will reflect the adjusted order total.

This applies to set bundles, including Mini and Super Bundles, and any freebies included with them.

For Pick ’n Mix Bundles, if your return brings the order below the qualifying threshold for a discount, your refund will be adjusted accordingly.

If your bundle included a customised freebie, such as a personalised pet tag, and the offer no longer applies following the return, the full selling price of the customised item will be deducted from your refund.

Customised items, including personalised pet tags and made-to-order resin products, cannot be returned because you have changed your mind. This does not apply where the item is faulty, damaged or not as described.

Discounts & Promotions

If you return part of an order that qualified for a promotion or discount, your order and refund may be recalculated.

For example, if you used a promotion such as “20% off orders over £50” and the returned items bring the retained order below the qualifying threshold, the remaining items may revert to their normal prices. Your refund will reflect the adjusted total.

The same applies to promotions such as “Buy a harness, get a free tag.” If you return the qualifying harness but keep the tag, the normal price of the tag will be deducted from your refund.

Faulty or Damaged Items

If something arrives damaged or you believe an item is faulty, please contact us as soon as possible. Include your order number, a description of the problem and clear photographs or videos showing the item.

Photographs and videos help us initially assess the problem, but they are supporting evidence only. We do not issue refunds or replacements based solely on photographic or video evidence.

Unless we confirm otherwise in writing, any item claimed to be faulty or damaged must be returned to us for physical inspection. A refund or replacement will only be approved once the item has been returned, received and inspected by our team.

Images must accurately show the product and the damage being reported. Images that appear to have been edited, digitally altered, artificially generated or otherwise manipulated will not be accepted as reliable evidence of a fault. We may request additional photographs, videos or information before approving the return.

Once the item is returned, we will inspect it to determine whether the problem is due to:

  • A manufacturing fault

  • Damage that occurred before or during delivery

  • Normal wear and tear

  • Accidental damage

  • Chewing, pulling, snagging or other pet-related damage

  • Incorrect use or care

  • Failure to follow the care instructions provided

If the item is confirmed to be faulty or to have arrived damaged, we will cover the appropriate return postage and offer the remedy you are legally entitled to, which may include a refund, replacement or repair depending on the circumstances.

If a replacement is agreed, we will normally send the same item in the same size and pattern, subject to availability.

If our inspection finds that the item is not faulty and the damage was caused by use, incorrect care, accidental damage or your pet, we will explain our findings. We can arrange to return the item to you, although you may be responsible for the postage cost.

Care instructions are provided on our product pages and in our FAQs. We cannot offer a refund or replacement for damage caused by the care instructions not being followed, such as machine washing an item that is not machine washable.

We are also unable to replace or refund products damaged by chewing, scratching, pulling, snagging, tearing or other damage caused by your pet. This does not affect your rights where an item has a genuine manufacturing fault.

Poop Bag Holders: Clip Policy

We do not routinely replace poop bag holder clips that break due to pulling, snagging, accidental damage or general wear during use.

To help reduce waste, we can provide a heavy-duty split ring or lobster clasp that attaches to the fabric loop on the holder. These are also available to purchase separately on our website:

👉 Split Ring/Keyring Accessory

If the clip arrived broken or you believe it has a genuine manufacturing fault, please contact us. We may ask for the holder to be returned and inspected in line with the faulty-item process above.

Wrong Item Received?

If we’ve sent you the wrong item, please contact us as soon as possible. We’ll cover the return postage and arrange a replacement at no additional cost.

Unless we confirm otherwise, the incorrect item must be returned in its original, unused condition. The replacement or refund will be processed once the item has been returned and checked.

Your Statutory Rights

Nothing in this policy limits or removes your statutory consumer rights. Your legal rights may apply where an item is faulty, damaged, not as described or unfit for its intended purpose.