Last updated: October 31, 2026

We want you and your pet to be happy with every purchase. If something is not right, this Refund Policy explains your options.

30-day return window

You may request a return within 30 days of the delivery date. To be eligible, the item must be unused, in the same condition in which you received it, with all original tags, packaging and accessories. Proof of purchase (order number or confirmation email) is required.

Items that cannot be returned

For hygiene and safety reasons, the following items cannot be returned once opened or used: grooming tools that contact the skin or coat, consumable items such as treats, supplements and shampoos, personalised or custom-made products, and gift cards. If such an item arrives damaged or faulty, it is of course still covered — contact us and we will make it right.

How to start a return

1. Message us on WhatsApp or email with your order number and a short description (photos help).
2. We confirm eligibility and send you the return address and instructions within 1–2 business days.
3. Pack the item securely and ship it back. Please do not send returns to the address on the parcel — it is not our returns hub.
4. Send us the tracking number so we can follow the parcel.

Return shipping costs

If the return is due to our error — a wrong item, a damaged item or a manufacturing defect — we cover the return shipping cost. For change-of-mind returns, the cost of return shipping is the customer’s responsibility, and the original shipping fee is non-refundable.

Refund timing

Once your return arrives and passes inspection, we will notify you of the outcome. Approved refunds are issued to the original payment method within 3–5 business days; your bank or card issuer may need a further 5–10 business days to post the credit. Shipping charges are refunded only where the return resulted from our error.

Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order. If you would prefer a direct exchange, message us and we will check availability.

Damaged or incorrect items

Please inspect your order on arrival. If an item is damaged, defective or not what you ordered, contact us within 7 days of delivery with your order number and photographs of the item and its packaging. We will arrange a replacement or a full refund, including shipping, at no cost to you.

Late or missing refunds

If you have been notified of a refund but cannot see it, please check your bank account again, then contact your card issuer, as processing times vary. If the refund still cannot be located, contact us and we will trace it with our payment provider.

Order cancellation

You may cancel an order free of charge any time before it is handed to the carrier. Once an order has shipped, the return process above applies instead.

Contact us

To start a return or ask a question about a refund: