Refund and Returns Policy

We want you and your pet to be happy with what you have bought. This policy explains what to do if something is wrong, and what your rights are depending on where you live.

If your item is faulty, damaged, or not what you ordered

Email us within 30 days of delivery with your order number and a photo of the problem. We will replace the item or refund you in full, including any shipping you paid.

In most cases we will not ask you to send the item back. Our products ship from overseas, so return postage often costs more than the item itself. If we do not need it returned, we will tell you to keep or dispose of the item and we will still refund you.

If you change your mind

Customers in the European Union and the United Kingdom: You have a legal right to cancel your order within 14 days of receiving it, for any reason at all, and you do not need to give us a reason. You then have a further 14 days to send the item back. We will refund the purchase price plus our standard outbound shipping cost within 14 days of receiving the item back, or of receiving proof that you have sent it. You are responsible for the cost of return postage, and please be aware that returning an item overseas is usually expensive. Items must be unused and in their original condition. This right is set out in the EU Consumer Rights Directive and the UK Consumer Contracts Regulations, and nothing in this policy limits it.

Customers in Australia and New Zealand: We accept change-of-mind returns within 30 days of delivery. The item must be unused, unopened and in its original packaging, and you are responsible for return postage. Because returns must be sent overseas, please contact us first — in many cases we can offer a partial refund or store credit that works out better for you than paying return shipping.

Customers in the United States: We accept change-of-mind returns within 30 days of delivery on the same terms, with return postage at your cost.

Your rights are not affected by this policy

Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

New Zealand: Your rights under the Consumer Guarantees Act 1993 apply and are not limited by this policy.

European Union and United Kingdom: Your statutory rights, including the right to a remedy for goods that are faulty or not as described, apply in addition to everything set out above.

Items we cannot accept back

For hygiene reasons we cannot accept change-of-mind returns on ear cleaners, wipes, grooming foams or similar products once they have been opened or used. This does not affect your rights if the item is faulty.

How to start a return or refund

Email us with your order number, what the problem is, and a photo if the item is faulty or damaged. We will reply within 2 business days with instructions. Please do not send anything back before contacting us — we may not need it returned.

Refund timing

Once your refund is approved, it will be processed to your original payment method. Depending on your bank or card provider, it can take 5-10 business days to appear on your statement.

Cancelling an order

If you need to cancel, email us as soon as possible. If your order has not yet been processed we can cancel it and refund you in full. Once it has shipped, it falls under the returns process above.

Import charges and refused parcels

If you refuse to pay import duties or taxes and the parcel is returned or destroyed as a result, we are not able to refund the order. Please read our Shipping Policy for details on import charges before you buy.

Contact

Email us with any questions. We aim to reply within 2 business days.