Refunds and Returns
Last updated 1 September 2026.
If you change your mind
You have 14 days from delivery to cancel for any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This shop gives you 15 days, which is our own policy on top of that right.
There is no cancellation fee and no handling fee. Email us at theteam@customersupport.care with your order number and we will tell you where to send it.
You pay the return postage when you have simply changed your mind. Use a tracked service, because until it arrives back it is your parcel.
Sealed food
Treats are sealed for hygiene. Once a bag has been opened it cannot be returned, which is the sealed goods exception in regulation 28(3)(a) of the 2013 Regulations. An unopened bag can be returned in the normal way.
The squeaky toy is not food and is not covered by that exception. It can be returned unused in its original packaging.
If something is faulty, damaged or not what you ordered
That is a separate and stronger right under the Consumer Rights Act 2015, and it is not limited to 14 or 15 days. Tell us as soon as you can and send a photograph if the parcel arrived damaged. We pay the return postage and you can ask for a replacement or a refund.
Cancelling before it ships
Contact us with your order number as soon as you can. Most orders are picked within 24 hours, so the sooner the better. There is no charge for cancelling.
How refunds are paid
Refunds go back to the card or PayPal account you paid with, and we process them within 24 to 48 hours of the goods arriving back. Your bank then takes its own few days.
What we need from you
- Your order number, or the confirmation email.
- The goods in their original packaging, unopened in the case of food.
- A tracking number for the return, so we can both see where it is.
Still not sorted?
Our complaints policy sets out how to escalate, and none of this affects your statutory rights.