We reserve the right to refuse a return or to require proof of identity.


Please retain your receipts or order acknowledgements for anything you purchase in store or online

You will be offered a full refund if an item is faulty, not as described or doesn’t do what it’s supposed to. All returned products must have all of its original packaging and labels.

We will not issue a refund if you:

1              if you knew an item was faulty when you purchased it

2              damaged an item by trying to repair it yourself or getting someone else to do it

3              no longer want an item e.g. because it’s the wrong size or colour

We will issue a refund on the items below ONLY if they are faulty:

1              personalised items and custom-made items, eg engraved identity tags

2              perishable items, e.g. frozen food or treats

3              Cat Scratchers *cat scratchers are designed for cats to scratch and ultimately destroy and will fray and possibly fall apart with regular use.

4              Extendable Leads *Please make sure that your dog has NOT chewed these leads as we will NOT issue a refund if there is any evidence of this.

Online, mail and phone order sales

Online, mail and telephone order you have the right to cancel your order for a limited time even if the goods are not faulty. Sales of this kind are known as distance selling. You will be offered a refund* if you have told us within 14 days of receiving your goods and that you want to cancel. You have another 14 days to return the goods once we have been told. * no refund will be issued on perishable items, e.g. frozen food or treats as we cannot guarantee that the products have remained frozen.

Repairs and replacements    

We operate in accordance with the current guidelines and laws…see

Proof of purchase

We will require proof that you bought the item from us e.g sales receipt or other evidence such as a bank statement or packaging.

Items returned by someone other than the buyer

We will only issue returns from the person who bought the item.

GOODWILL RETURNS POLICY – Non Faulty Goods for Online & Instore Purchases

We provide a ‘goodwill’ returns policy offering an exchange, refund or credit note for most returns within 14 days. With the exclusion of non stock items ordered at the customer’s request in store, by email or telephone. OR perishable goods e.g. frozen food and treats