Returns & refunds

Return window

Most items can be returned within 30 days of delivery — longer than the 14 days EU law requires. Items should be unused and complete, ideally in their original packaging. Sealed feed, supplements and care products can only be returned with the seal unbroken, and personalised or made-to-order items can't be returned unless they're faulty.

Your right of withdrawal

As a consumer you can withdraw from your purchase within 14 days of receiving the goods, without giving a reason. Just send us a clear statement before the 14 days are up — an email is enough. Our 30-day return window is offered on top of this right and never limits it.

[email protected]

Starting a return

Contact us with your order number and the reason for the return. We'll confirm eligibility and send return instructions — please don't ship an item back before hearing from us, since our fulfillment partners' return addresses vary by product.

Return shipping costs

You pay the direct cost of sending an item back. If it arrived faulty or damaged, or isn't what you ordered, we cover the return.

Refund timing

We refund the purchase price and the original standard delivery cost to your original payment method within 14 days of receiving your withdrawal or return request. We may hold the refund until the item is back with us or you've sent proof that you shipped it.

Damaged or missing items

If an item arrives damaged or an order is missing something, contact us as soon as you can, with photos where possible — we'll send a replacement or refund at no extra cost to you. Your statutory warranty rights are not affected.