Refund policy

Returns:

We offer a cancellation period of 21 calendar days from your receipt of your order; this does not include custom orders. Should you wish to return your order during this cooling off period then you must e-mail us before returning it. You will be responsible for the return postage unless the products are deemed to be faulty. It is your responsibility to obtain proof of postage and should the parcel go missing it will be your responsibility to follow up with the postage service you used, we will be unable to do this for you, if compensation is required due to the item being unable to be found then it is your responsibility to seek this as the items are legally your property until a refund has been issued.

When will we refund you?

On receipt of your items if they are in their original condition, packaging and free of pet hair & scents (including tobacco, perfumes, room fresheners & essential oils) then we will refund your purchase price in full as soon as possible but within 14 days.

If the items are not in original condition and cannot be resold we will not issue a refund or allow an exchange and will return them to you.

Faulty items -

While we do our best to avoid any faulty items getting to you unfortunately sometimes these things happen. If any part of your order is faulty please e-mail us as soon as possible to arrange a return of that item. You may chose to be refunded or receive a replacement item once we have determined the item to have a fault. Postage costs will be refunded.

Until the refund or exchange has been issued please be aware that you are still responsible, as outlined above, for seeking compensation for lost packages, following up on delayed items or actions otherwise required as your order is your legal property until refunded.

 

Returning items from abroad -

Please e-mail us or use the contact form to initiate your return before you return your items to us. The terms above are applicable to your order returns and faulty items but you will have to follow extra steps to ensure your return goes smoothly:

Please clearly mark the customs label as "returned merchandise" so as not to attract import duty / VAT. Please also write "Returning to the country of origin" on the package too.

If you attempt to return your order incorrectly and we receive a customs fee notification, this will be ignored and the items will automatically be returned to you by Royal Mail, and no refund will be issued.

Should there be any issues with your package in transit please be aware that it is your responsibility to communicate with the postal service you have chosen as you are the sender. You are the legal owner of the package and items within until your refund or exchange has been issued so lost items, damaged items, compensation or other actions required must be undertaken by you. You must obtain proof of posting.

Once we receive your correctly marked parcel we will follow the same refund/exchange procedures as above with a refund issued as soon as possible but within 14 days on cancellation of your order, dependent on the items being in resalable condition as outlined above, and a refund or exchange initiated upon determining a fault in the case of faulty items.