Our Promise
Returns & Refunds
We want you to be completely happy with your purchase.
Faulty or damaged? We'll put it right.
Engraved items are made to your specification and can't be returned if you change your mind, but your rights if something arrives faulty, damaged or not as described are never affected.
Changing your mind on non-personalised items
If an item isn't personalised, you have 14 days from the day you receive it to change your mind, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Email us to cancel, then send the goods back within 14 days. We'll refund you within 5-7 working days of receiving them, including the standard delivery cost you paid us. Return postage is yours to pay unless the item is faulty.
Personalised and engraved items
Items engraved with your pet's name are made to your specification, so under the Consumer Contracts Regulations 2013 they're exempt from the usual 14-day right to cancel. Please double-check spellings before you order.
This doesn't affect your legal rights if something goes wrong. If a personalised item arrives faulty, damaged or not as described, you're still entitled to a refund, repair or replacement under the Consumer Rights Act 2015. Get in touch and we'll put it right.
Returns
We accept returns within 30 days of delivery for items that are:
- Unused and in their original packaging
- Not personalised or customised
- In resellable condition
To start a return, please contact us with your order number and reason for return.
Refunds
Once we receive your returned item, we'll inspect it and process your refund within 5-7 working days.
Refunds will be credited to your original payment method. Please note:
- Refunds may take 3-5 additional days to appear in your account
Return postage is yours to pay if you're returning an item because you've changed your mind. If an item is faulty, damaged or not as described, we cover the return postage and refund the delivery cost you paid us.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us immediately with photos of the damage. We will:
- Send a replacement at no extra cost, OR
- Issue a full refund including shipping
If an item arrives faulty, damaged or not as described, you have 30 days from delivery to reject it for a full refund. Tell us as soon as you can, with a photo if you have one.
Exceptions
The following can't be returned if you simply change your mind — your rights if an item is faulty, damaged or not as described are unaffected:
- Personalised or engraved products
- Digital products or subscriptions
- Items marked as final sale
How to Request a Return
Contact Us
Email us with your order number and reason for return
Pack It Up
Safely package your item in its original packaging
Ship It Back
Send it to the address we provide