Returns & Refunds

We want you and your pet to love every product. If something isn’t right, we’ll make it right — within the conditions below.

30-Day Return Window

Returns accepted within 30 days of delivery — subject to the eligibility conditions below. Please read them carefully before requesting a return.

Important: Hygiene & Grooming Products Cannot Be Returned Once Used or Opened

For the health and safety of all pets and their families, we are unable to accept returns on any hygiene or grooming product that has been opened, used, or removed from its original packaging. This includes bath gloves, paw cleaners, nail trimmers, litter mats, massage brushes, grooming combs, and all similar products.

All returned items are inspected upon receipt. Any item showing signs of use, wear, fur, moisture, or missing original packaging will not be accepted and will be returned to the sender at their expense. Please do not ship back a used product — we cannot process it.

How to Start a Return

Email us via our contact page with your order number before sending anything back. Unauthorised returns will not be accepted.

Ship It Back

Once approved, we’ll send a return label within 24 hours. Items must be unused, in original packaging, and sent back within 7 days of label issue.

Get Refunded

Refund issued to your original payment method within 3–5 business days of our inspection confirming the item is unused and in original condition.

Return Eligibility

Eligible for Return

Returned within 30 days of delivery
Completely unused and unopened
In original, undamaged packaging
Item arrived damaged or defective
Wrong item received

NOT Eligible — No Exceptions

Any opened or used hygiene product
Items with pet fur, moisture, or wear
Missing or damaged original packaging
Returns requested after 30 days
Items damaged by misuse or neglect
Gift cards and final sale items

Please note: All returns are physically inspected before a refund is issued. Items that do not meet the conditions above — including any sign of use, missing tags, or damaged packaging — will be rejected and returned to the sender. We reserve the right to decline any return that does not meet these standards.

Refund Timeline

Step	Timeframe
Return approved & label sent	Within 24 hours of your request
Item received & inspected	1–2 business days after delivery to us
Refund processed (if eligible)	Within 1 business day of passing inspection
Refund appears on your statement	3–5 business days (varies by bank)

Prefer an Exchange?

We’re happy to exchange an unused, unopened item for a different product or variant. Simply mention “exchange” when you contact us. Exchanges are subject to the same eligibility conditions as returns — the item must be in its original, unopen condition.

Damaged or Defective Items

If your order arrived damaged, defective, or not as described, we will cover all return shipping and send a replacement immediately — or issue a full refund. This is the one exception where the item does not need to be unused.

Please photograph the damaged item and packaging and include it when you contact us. This speeds up resolution and helps us improve.

Haven’t Received Your Refund?

Check your bank account first — refunds can take 3–5 business days to appear. Then contact your credit card company, as posting times vary. If you’ve done both and still haven’t received it, contact us and we’ll investigate immediately.

Ready to start a return or have a question?

Our team responds within 24 hours, 7 days a week.