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, just head to your Account and select your order to request a return within 30 days of receiving your order.
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 new item won’t be posted out until we’ve received your original item back in its original condition and checked it over.
For bundle orders, you only need to return the item you’d like to swap. We’ll adjust your refund or exchange so you’re not paying extra, just the postage costs.
A prepaid label will be generated once your return is approved. You’ll need access to a printer to print the label. Please note you are responsible for both the return postage and the cost of posting the new item out.
Customers are responsible for return postage costs if the wrong size was ordered or if you’ve changed your mind. We recommend using a tracked service, as we can't issue refunds for items that go missing.
Please remember to include your order slip or a note with your name and order number in the parcel, as we can't process a refund if we don't know who the return is from.
Refunds
We’ll refund you the total cost of any items returned (in their original, unworn condition), minus the postage costs.
If your original order included free shipping (i.e. over £50), we’ll deduct the amount that it cost us for the original shipping and the cost for the return label. As a small business, we are unable to absorb the postage costs for unwanted items.
Refunds will be issued to the same payment method used at checkout, once the items are back with us and checked over.
Bundles & Customised Items
You can return individual items from a discounted bundle, but the remaining items will be charged at full price if the return voids the original offer. Your refund will reflect that adjusted total.
This applies to set bundles (Mini and Super) including any freebies. For the Pick 'n Mix Bundle, 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 (like a personalised tag) and the deal no longer applies after the return, the full price of the tag will be deducted from your refund. Customised items such as pet tags or resin products are non-refundable unless faulty.
Discounts & Promotions
If you return part of an order that qualified for a promotion or discount, your refund will be adjusted accordingly.
For example, if you used a discount like “20% off orders over £50” and return items that drop your total below that threshold, the remaining items will revert to full price — and your refund will reflect that.
The same goes for promotions like “Buy a harness, get a free tag.” If you return the harness, you’ll be charged for the tag and that cost will be deducted from your refund.
Faulty or Damaged Items
If something arrives damaged or faulty, please let us know as soon as possible and we’ll get it sorted.
If a replacement is needed, we’ll send the exact same item (same size, same pattern).
Please note: we include care instructions on every product page and in our FAQs. If damage happens due to care instructions not being followed (e.g. machine washing items that shouldn't be), we unfortunately can’t offer a refund or replacement.
We're also unable to replace or refund items damaged after use (e.g. chewed, torn, or otherwise destroyed by your pup).
Poop Bag Holders — Clip Policy
We no longer send out replacements if the clip on your poop bag holder breaks.
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 buy separately on our site here:
👉 Split Ring/Keyring Accessory
Wrong Item Received?
If we’ve sent the wrong item (oops!), or if your item is faulty, we’ll cover the return postage and send out a replacement free of charge.
Refunds or replacements will be processed once the incorrect item is returned in its original condition.
Would you like this version broken into shorter answers for individual FAQs as well?