Policy:
- Warehouse sale items cannot be exchanged or returned
- For all other items, we must receive back your parcel back within 30 days of ordering
- Products must be in the original condition as you received them in (ie no dirt marks, stains, damages, hair or other signs of wear and tear) with tags attached
- For hygienic purposes, we can only accept returns of our poo bags if unopened
Please note we reserve the right to partially accept or deny your refund if our policy is not followed.
Unless otherwise noted, refunds are typically processed within 7-10 working days of us receiving your parcel.
Important info: The use of our products and safety of the pet and handler is at the discretion and responsibility of the purchaser and/or user. Just like human accessories, pet products are not indestructible. While we do our best to provide you with high-quality items, items are subject to wear and tear depending on the nature of your dog's behaviour and routine. We're always working towards improvement but we're not yet perfect! Unless an item arrives damaged, we are not able to offer a refund or replacement for products in worn condition.
We appreciate your support and understanding!
Instructions:
How to exchange
If you're unsure what size to get, order both and send one back within 30 days of purchasing. We'll automatically process a refund for the item you didn't keep once we receive it back.
Create your free return label here
Note: For walk set bundles, we'll refund you for the higher priced size even if the one you return was part of the discounted bundle. This ensures you only end up paying the discounted bundle price, no matter which size you keep.
-------
If you didn't originally order two sizes together and need to exchange, please follow the simple steps below:
STEP 1
Place a new order for the item you need (ie collar or harness only, not a full new set) so that you can receive it asap and compare it with your original one. Please use the same email address and do not apply any discounts to this order as this is the one that gets refunded.
STEP 2
Create your free return label here and send back the original item (ie collar or harness only, please keep the remainder of your walk set) within 7 days of receiving the new item.
STEP 3
Once we receive back the original item, we’ll process a refund for the new item amount. This ensures you still only pay the discounted item price if you built a set and/or used a discount code.
To help us cover labour and increased courier rates, unfortunately any shipping costs associated with your original or exchanged order cannot be refunded. We thank you for your understanding!
How to return
Please first read our policy above to ensure you understand what we can and cannot accept. If we receive back an item that is not according to our policy, your refund may be denied.
If you return part of a discounted walk set/bundle and end up keeping less than 3 items, you will not receive the bundle discount on the remaining items you keep. Your refund will be calculated based on the full price of those items.
To return your parcel:
- Create your return label here. Please note shipping costs are not refundable and a small cost of £3.95 will be deducted from your final refund to help us cover return postage and restocking fees.
Unless otherwise noted, refunds are typically processed within 7 -10 working days of us receiving back the parcel. You will receive an email once your refund is processed.