Refund Policy

Your EU Right of Withdrawal (14 Days)

If you are a consumer in the European Union, you have the right to withdraw from a purchase within 14 days of receiving the goods, without giving any reason. To exercise this right, inform us clearly before the 14-day period expires — an email is sufficient.

If you withdraw, we will refund all payments received from you, including standard delivery costs, within 14 days of being informed of your withdrawal. The direct cost of returning the goods during the withdrawal period is borne by you, unless the goods are defective.

Please note: withdrawal applies to purchases made online. Your statutory rights for defective goods (legal guarantee) are not affected by anything in this policy.

Hygiene Exception for Certain Pet Products

For health protection and hygiene reasons, the following items are excluded from the 14-day right of withdrawal once their hygiene seal has been removed or their packaging has been unsealed after delivery: water fountain filters, nozzles and tubes, food and water bowls, and any other item that comes into direct contact with water, food, or your pet (Article 16(e), Directive 2011/83/EU).

This exception does not apply if the item is defective. You may of course inspect the goods as you would in a physical store before deciding to keep them.

30-Day Money-Back Guarantee (Our Extra Promise)

On top of your statutory rights, we stand behind every product we sell: if your item arrives damaged, defective, or not as described, simply send us a photo within 30 days of delivery and we will issue a full refund or send a free replacement — no need to return the item.

If you are not satisfied with your purchase for any other reason, contact us within 30 days of delivery and we will do our best to make it right, including store credit for a future order.

Lost or Damaged Packages

If your package arrives damaged, please contact us within 7 days of delivery with photos of the packaging and the item. We will arrange a replacement or a full refund.

If tracking shows your package was lost in transit, we will reship your order or refund you in full — you are never responsible for carrier failures.

Refund Timing

Approved refunds are issued to your original payment method within 3-5 business days. Since most refunds do not require a return, there is no waiting for a package to arrive at a warehouse.

Cancellations

Orders can be cancelled free of charge at any time before they ship. Once an order has shipped, the guarantees on this page apply instead.

Contact Us First

If you have any issue with your order, please contact us at [email protected] before disputing the charge with your bank or payment provider — we resolve issues much faster than a bank dispute, and we will always make it right.