Returns & refunds

Return window

You may request a return within 30 days of delivery. Items must be unused, in their original packaging, and with all seals intact.

Your legal right to withdraw (EU & UK)

If you shop from the European Union or the United Kingdom, you have a statutory right to cancel your order within 14 days of receiving it, for any reason, under the EU Consumer Rights Directive and the UK Consumer Contracts Regulations. To cancel, contact us with your order number before the 14 days expire. We will refund all payments, including standard delivery, within 14 days of receiving the returned items or proof of return.

Exception: for health-protection and hygiene reasons, this right does not apply to food, treats, or litter that have been opened. The 30-day window above is offered in addition to, and never replaces, your statutory rights.

Hygiene restrictions

For safety, we cannot accept returns of food, treats, or litter that have been opened. Unopened items in sealed packaging can be returned. Toys, brushes, and unopened care products are eligible for return under the standard rules above.

Sets and bundles

If you bought a set, return the full set unused and in its original packaging. We cannot accept a return of only part of a set.

How to start a return

1. Contact support with your order number and the item to return.
2. We will confirm eligibility and send return instructions.
3. Pack the item securely and ship it to the address we provide. Return shipping costs are covered by the customer unless the item is faulty.

Faulty or damaged items

If an item arrives damaged or develops a fault within its warranty period, contact us with photos and your order number. We will arrange a replacement or a full refund, including shipping costs, at no charge to you. Faulty items are covered by a 12-month warranty from delivery against manufacturing defects.

This commercial warranty is in addition to, and never replaces, your statutory two-year guarantee for goods that are not in conformity with the contract.

Refunds

Once your return is received and inspected, we will process your refund to the original payment method within 5-7 business days. The refund appears on your statement under the same billing descriptor as your original purchase.