Refund policy
Our Promise to You
We choose every product with care, and we want you and your dog to love what arrives. If something isn't quite right, returning it or getting a refund should be easy. This page explains how it works, step by step.
Returns Process
- Eligibility: Items are eligible for return within 30 days of receipt. To qualify for a return, items must be unused, in their original packaging, and in the same condition that you received them.
- Exceptions: Custom-made or personalized items and perishable goods are not eligible for returns, except in cases where they arrive defective or damaged.
- Initiation: To initiate a return, please submit a Return Request with your order number, email address, and reason for the return. You will be provided with a Return Authorization Number (RAN) and return instructions.
Refunds
- Inspection: Upon receiving the returned item, we will inspect it and notify you of the approval or rejection of your refund based on the item's condition.
- Processing: Approved refunds will be processed, and a credit will automatically be applied to your original method of payment and in the same currency you paid within 7-10 business days. Returns are free of charge: we cover the cost of return shipping.
Exchanges and Damaged Items If your order arrives damaged or faulty, or doesn't match its description, please contact our Customer Support as soon as you can and include a photo of the problem. We'll put it right quickly with a replacement, an exchange or a refund. If you'd simply like to swap an item for a different one, Customer Support will help with that too.
Contact and Support For any questions or concerns regarding this policy or your purchase, please contact our customer support team by submitting a General Inquiry. We're always happy to help.
Changes to This Policy We may update this policy from time to time, for example when the law changes. The version on this page is always the current one.