Overview
Our policy for refunds and returns lasts for 30 days. If it has been more than 30 days since your purchase, unfortunately, we cannot provide a full refund or exchange unless the item is faulty.
To be eligible for a return, your item must be unused and in the same condition as when you received it. Additionally, it should be in its original packaging.
Non-returnable items include:
- Gift Cards
- Gifted Items
To complete your return, you must have a valid proof of payment. The request must be made by the account holder using an email address that matches the billing account.
Please ensure that you request and receive approval before sending the item to our warehouse. Once approved, we will provide you with the returns shipping label and address. You can respond to any email we send you or reach out to us via the contact form.
Refunds, Non-Faulty: Under 30 days
If you haven’t received a refund yet, please double-check your bank account. Payments are issued by our payment processor, Stripe, on the same day we receive and approve the item. If you still don’t see the payment within 7 days, please contact your bank for further details. If you have followed these steps and have not received your refund, please contact us, and we will investigate further.
Refunds for Sale Items:
Refunds for sale items are subject to our discretion.
Exchanges, Faulty: Over 30 days
We offer exchanges for faulty items that are over 30 days old. To initiate an exchange, you’ll need to return the items to us for inspection, ensuring they are suitably packaged to avoid further damage during transit. Please contact our customer services team and provide details of the damage along with photographic evidence.
We will issue you a free shipping label to facilitate the return of the item. In some cases, instead of requesting the return of the item, we may raise a new order to send you a replacement free of charge. This is more likely to happen when the cost of shipping is prohibitive or when the defect is evident from the images you share with us. Although this situation is rare, we assure you that we will do our best to resolve the issue quickly and efficiently.
Dog Toys:
- By their nature, dog toys will deteriorate through natural play. Some may last longer than others and this will be a feature of how your dog engages with the item. Please consider this when reaching out regarding faulty items. None of the toys we sell are classified as indestructible as we utilise natural materials such as cotton and wood, this means we can avoid products containing plastic or silicone.
We appreciate your understanding and cooperation. Please feel free to reach out to us for any further assistance.
Gifts
If you received the item as a gift and it was shipped directly to you, you’ll receive a gift credit for the return value. After we receive the returned item, we’ll email you a gift certificate.
If the item was not marked as a gift at the time of purchase, or if the gift giver had it shipped to themselves to give to you later, we will issue a refund to the gift giver and they will be notified about your return.
Shipping Returns
To return your product, please contact our customer services. They will also provide you with the returns label and instructions for collection of the package.
We cover the cost of returns for customers in Portugal & Spain. We do not cover the cost of returns for other markets but we can arrange shipping through our partners are a heavily reduced rate.