Refund policy

Something wrong with your order?

If an item arrives damaged, faulty, or isn't what you ordered, message us through our contact page with your order number and a photo of the problem. Please tell us within 14 days of delivery if you can, so we can sort it quickly. We'll send a replacement or give you a full refund, including delivery. In most cases you won't need to send anything back.

This doesn't affect your legal rights. Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If they aren't, you're entitled to a remedy even after 14 days.

Changed your mind?

You can cancel your order for any reason within 14 days of receiving it. Tell us within that time through our contact page, then send the item back within 14 days of telling us.

Items should be unused and returned in a condition we can resell. If an item has been used beyond what you'd need to check it in a shop (for example, a lick mat that has had food on it), we may reduce the refund to cover the loss in value.
Message us before you post anything and we'll send you the returns address. Please use a tracked service and keep your receipt.
Return postage is paid by you, unless the item was faulty or wrong.
We refund the item price and the original standard delivery charge within 14 days of getting the item back, or of you showing us proof of postage, whichever comes first.
Refunds go back to the original payment method.

Cancelling before dispatch

If your order hasn't been handed to the courier yet, message us and we'll cancel it and refund you in full.

Bundles

Bundles (The Walk Kit, The Mud Kit) can be returned whole or in part. If you return part of a bundle, we refund what those items cost within the bundle's discounted price.