Refund policy

This Refund and Returns Policy applies to all purchases made from [STORE NAME]. By placing an order, you agree to this policy. 

  1. RETURN WINDOW You may request a return within 30 days of delivery. The window begins on the date your order is delivered, as confirmed by the carrier's tracking record. Requests received after this period cannot be accepted.
  2. CONDITIONS FOR RETURN To be eligible, the item must be: - Unused, unworn and not washed - In the same condition as when you received it - In its original packaging, with all tags, labels and accessories included - Accompanied by proof of purchase (order number or order confirmation email) Please inspect your order on arrival. Do not send any item back before contacting us and receiving return instructions.
  3.  ITEMS THAT CANNOT BE RETURNED For the health, safety and hygiene of animals, the following cannot be returned unless they arrived damaged, defective or incorrect: - Items that have been used, worn or washed - Items showing hair, dirt, odour or other signs of use - Items damaged through misuse, chewing, scratching or normal wear and tear - Items returned without prior authorisation - Gift cards and digital products We also do not accept returns on the basis that an animal refused to use or interact with a product. Animal behaviour and preferences vary and are outside our control. Please review our sizing guide and product descriptions carefully before ordering.
  4.  HOW TO START A RETURN Email us at [SUPPORT EMAIL] with: - Your order number - The item(s) you wish to return - The reason for the return - Photographs, if the item arrived damaged, defective or incorrect We will reply within 2 business days with return instructions and the return address. Items sent back without prior authorisation, or to an address other than the one we provide, may be refused or significantly delayed.
  5.  RETURN SHIPPING COSTS Customers are responsible for return shipping costs, except where the return is due to our error (wrong item sent, or item arrived damaged or defective). Original shipping charges are non-refundable. Our return address is in China. International return shipping costs, customs duties, taxes and carrier charges generated by the return shipment are the responsibility of the customer. We recommend using a tracked service, as we cannot be held responsible for returns lost in transit.
  6.  DAMAGED, DEFECTIVE OR INCORRECT ITEMS Contact us within 7 days of delivery with your order number and clear photographs. Once confirmed, we will arrange one of the following at no cost to you: - A replacement of the same item, or - A full refund In most cases we do not require you to return the item.
  7.   REFUNDS Once your return is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider. Refunds cover the product price and any applicable sales tax. Original shipping fees are not refundable. Import duties or taxes paid directly to customs authorities are not refundable by us.
  8.   EXCHANGES We do not process direct exchanges. If you need a different size or colour, please return the unused item following this policy and place a new order. 9. ORDER CANCELLATION You may request cancellation before your order is dispatched by emailing  Once an order has been shipped, it cannot be cancelled and is subject to this returns policy. 10. YOUR STATUTORY RIGHTS Nothing in this policy limits or replaces any rights you have under applicable consumer protection law. Customers in the European Economic Area and the United Kingdom have a statutory right to withdraw from a purchase within 14 days of receiving the goods. Where that right applies, it prevails over the 30-day window described above.