Returns & refunds
Returns and refunds
If goods you order from us are faulty, damaged or unsuitable, please notify us within 48 hours of receipt and return them within 14 days of the date stated as being shipped to you. Provided they are in a new and fit for resale condition in the original packaging (if not ordered packaging-free), we will happily offer an exchange or refund (less shipping costs).
Items to be exchanged may be subject to a restocking fee. Items must be in unused condition, clean, and free of pet hair/smell, with the original tag. Items requiring cleaning or removal of pet hair will be charged a 4€ cleaning fee per item. Items that are worn, chewed, or damaged will not be accepted for return.
Shipping charges for all exchanges and refunds are the responsibility of the customer. Additional charges may apply if replacement items are priced higher than the original. For Canny Collars, please ensure you have ordered the correct size before use (see the page 'What Size Canny Collar') as the customer will be responsible for meeting the postage costs of any returns for an exchange of sizes. We will not be able to accept returns that are not fit for resale.
So that we can process your return more quickly, please enclose a printout of your e-mail receipt. Return the goods to us using this form and please write 'returned item' on the package. If you have any queries regarding returns or refunds, please contact us using the details below.