Returns
Fourteen days from the day it arrives, as long as the item is unused and still in its original packaging.
You have 14 days from the day your order arrives — not from the day you ordered it, so a slow delivery does not eat into them. After that we cannot offer a refund or an exchange, which is the one part of this page with no flexibility in it.
What can come back
- Unused: the item has to be in the same condition you received it in.
- Boxed: it needs its original packaging.
- Complete: nothing missing.
Read that first line before you open the packet. A bed your dog has slept in, or a toy that has been chewed, cannot be returned for a change of mind — that is what unused means here. If it arrived faulty, the section below is the one that applies to you instead.
Items showing obvious signs of use, items not in their original condition, items missing parts for reasons that are not our error, and anything sent back more than 14 days after delivery are all non-returnable.
If it arrived damaged or faulty
Different situation, and it is not your problem to absorb. Email us with your order number and a photo. Replacements are for exactly this: an item that turned up defective or damaged gets replaced with the same item.
Tell us even if you do not want a replacement. A product that arrives broken more than once is a product we should stop selling, and we only find that out if people say so.
Who pays the postage
For a change of mind, you do. Return shipping is at your cost, and if you have already been charged it, that cost comes out of the refund. Original shipping is not refunded.
One piece of practical advice: use a tracked service. Until the parcel reaches us we have no way of knowing it is on its way, and an untracked return that goes missing is very hard for either of us to resolve.
How to start one
Email us and we will send you the instructions and the address — do not post anything back before you have those, or it may not reach the right place. Include your order number, what you are returning, and why. A photo helps for anything damaged.
Once your return arrives and is approved, the refund goes back to the card or payment method you used. We will confirm the timing when we approve it rather than quote you a number we cannot stand behind.
Common questions
My pet just didn't like it. Can I send it back?
Only if it is genuinely unused and still boxed — so if you opened it, offered it, and your pet walked away, yes. If they have slept on it, chewed it, or worn it, no. We know that is a fine line and it is the honest one: we cannot resell a used bed.
Can I exchange it for a different size or colour?
Exchanges are for defective or damaged items, replaced with the same item. For a different size, return the original within the 14 days and order the size you want.
What if it arrives and the packaging is already open?
Tell us before you go any further, with a photo of how it arrived. That is a damaged delivery, not a change of mind, and it is handled as one.
How long do I actually have?
Fourteen days from delivery — not from the day you ordered. The clock starts when the parcel reaches you, so however long it spent in transit is not taken out of your fourteen days.