Refund policy

We want you and your pooch to be 100% happy with your order. If something’s not quite right, here’s how we handle returns:

1. Free Returns: If something isn’t right with your order, we’ll cover the return. Free returns apply to incorrect items only. Free returns must be sent by Royal Mail tracked48 and we will refund this once we receive the items(s) back.
2. Other Returns: If you change your mind and no longer wish to keep your order, you’ll be responsible for the return postage cost. Once received, we’ll process your refund of the items only.
3. Eligibility: Items must be unused, in their original packaging, and returned within 30 days of delivery.
4. Damaged Items: If your order arrives damaged, please contact us within 7 days. We’ll replace or refund it immediately.
5. How to Return:
   • Email our support desk with your order number and reason for return.
     
6. Refunds: Refunds are processed within 5-7 business days after we receive your return.

Non-Refundable Products
While we aim to make every experience pawsitive, the following products are non-refundable:

• Gift Cards: These are non-returnable and non-refundable.
• Subscription Boxes: You may cancel or pause your subscription anytime. However, if an order is already processing ready for fulfilment, it cannot be refunded. Please note, if you upgrade or downgrade your plan, a 30-day notice period applies before changes take effect.
• Downloadable Software Products: These cannot be returned or refunded.
• Health & Personal Care Items: For hygiene reasons, these items are non-refundable.