Returns & Refunds Policy
1. Where the return of non-defective goods are concerned…
1.1 You have 28 days to return the goods to us, commencing on the day you receive the goods in question.
1.2 Any goods or items returned must be unused or returned to us in the same condition that they were sent.
1.3 Goods must be returned to us either in store, or posted at your expense, with proof or evidence that you have returned the goods to us. Prior to sending these goods, we always advise calling our Head Office (details established at the beginning of the Terms and Conditions or on our Contact page) to inform them of your decision to do so.
1.4 Any goods returned to us will be examined by a member of staff. If the goods in question show evidence of wear or are not in an appropriate condition for resale, we reserve the right to decline or reduce the amount refunded. We will contact you if this is deemed necessary.
2. Where the return of defective goods is concerned, we will aim to provide you with goods that comply with your legal rights pursuant to the Consumer Rights Act 2015.
2.1 At the earliest possible opportunity, you have a responsibility to contact our Head Office (details established at the beginning of the Terms and Conditions or on our Contact page) to inform them of the goods which you deem to be defective.
2.2 When returning the item to us, you need to provide clear evidence that the defect has arisen with the product (as opposed to arising through its use).
To return the item you may either do so in-store or via mail. If you choose to return said item via postal service, proof must be provided of reasonable expenses incurred. Any additional expenses deemed to be unnecessary for the purpose will not be refunded.
2.3 On receiving the item back, (along with your proof of posting if you have elected to mail the item back to us) after assessment by a member of staff we will either offer a full refund of the items (including costs incurred through sending), or an exchange for the same type of good (or alternatives which are of equal or better value) but in a quality that is serviceable to your needs.
2.4 If the item originally arrived in a good and useable condition, but over a short time has suffered wear and tear or has been damaged through your pet’s chewing or behavior, we cannot exchange or refund your item. In this case the item itself is not defective – the defect arises through your use of the product.
2.5 On receiving an item back we will assess the condition of any product returned. If we believe the problem to have arisen through use (as opposed to a genuine defect), we reserve the right to challenge this and, if deemed appropriate, either decline or reduce the amount refunded.
3. Where the return of a harness, collar or other accessories is required (in which an inappropriate size may render the product inadequate for use), in addition to requirements in Sections 1.1-1.4 (above)…
3.1 If the size is inappropriate, you may request an exchange for an alternative size by calling or visiting our Head Office (established at the beginning of these Terms) at the earliest possible opportunity. You have 28 days from the date of reception to do this.
3.2 If the item originally fit your pet, but due to growth the item no longer fits after a period of use, we cannot exchange or refund your item. In this case the item itself is not defective – the defect arises through your use of the product.
3.3 If the item originally arrived in a good and useable condition, but over a short time has suffered wear and tear or has been damaged through your pet’s chewing or behavior, we cannot exchange or refund your item. In this case the item itself is not defective – the defect arises through your use of the product.
4. We are unable to offer a refund on personalised, made to order or custom-made items (such as ID tags or personalised pet name labels for use on Harnesses).
4.1 This does not affect your statutory rights for defective goods as established above at Section 2 above.
5. We will not accept returns of goods which are sold at a lower, discounted or substandard price due to a defect identified by us.