Returns
Returns and refunds
The short version
30 days. Unused, in original condition and packaging. If the fault is ours, we pay the return shipping. If you simply changed your mind, you pay it.
What you can return
- Any item, within 30 days of delivery, that is unused and in its original packaging.
- Any item that arrives damaged, faulty, or materially different from its description.
What we cannot take back
- Items that have been used on a pet - a washed towel, a used paw cup - unless they are faulty. This is a hygiene rule, not a technicality.
- Items returned without contacting us first, because we will not know whose parcel it is.
- Items returned after 30 days.
How to start a return
- Email us through the Contact page within 30 days of delivery. Include your order number and, if something is faulty, a photo.
- We reply within 2 business days with a return address and instructions.
- Post the item back. Keep your proof of postage.
- Once it arrives and is checked, we refund to your original payment method within 5 business days. Your bank may take a few days more to show it.
Who pays the return postage
- Faulty, damaged, wrong item or not as described: we do. We will send a prepaid label or reimburse your postage.
- Changed your mind, wrong size, did not fit the car: you do.
Damaged on arrival
Photograph the item and the packaging before you throw anything away, and contact us within 7 days of delivery. In most cases we will simply send a replacement - we will not ask you to post a broken item back.
Cancelling an order
If your order has not yet been dispatched we can cancel it and refund you in full. Once it has been dispatched it has to go through the returns process above.