Returns & Refunds

Our 30-day returns promise

You have 30 days from the day your order arrives to request a return, wherever in the world you are. If a product isn't right for your pet, tell us and we'll sort it out.

If something arrives faulty, damaged or wrong

Don't post it back. Message us within 7 days of delivery with a photo showing the problem, and we'll send a replacement or refund you in full — including what you paid for shipping.

In almost every case we won't ask you to return the item at all. Posting a broken low-value product back across a border helps nobody, so we'd rather just put it right and let you keep or dispose of it. No return label to chase, no postage to pay, no waiting for us to receive it before your refund goes out.

If you've changed your mind

Different situation, and we'll be straight with you about it.

Contact us within 30 days of delivery through our contact page with your order number, and we'll reply within one business day with instructions.

For change-of-mind returns, the return postage is yours to cover, and the original shipping charge isn't refunded. From outside Europe, return postage can easily cost more than the product itself — so if you're unsure about size or suitability, message us before you order. We'll help you choose, and it costs you nothing.

On lower-value items we'll sometimes simply refund you without asking for the item back, because the postage costs more than the product is worth to us. We'll tell you if that applies to your order.

What can be returned

Items should come back unused and in their original packaging where possible.

That said, pet products aren't like most things you buy online — you often can't tell whether something fits until your pet has actually tried it. So if a harness or an anxiety vest was tried on once for fit and clearly isn't right, we'll still take it back, as long as it comes back clean and undamaged. Be straightforward with us and we'll be straightforward with you.

What can't be returned

• Items requested more than 30 days after delivery
• Items that are soiled, worn beyond a fit check, or damaged through misuse rather than a fault
• Grooming tools that have been used on a pet, for hygiene reasons — unless they're faulty, in which case they're always covered
• Gift cards

Returning from outside Switzerland

If we have asked you to post something back, two things are worth knowing.

First, always wait for us to give you the return address. Depending on the item, the nearest return point may not be in Switzerland, and sending it to the wrong country wastes your postage. Unannounced returns can't be matched to your order.

Second, mark the parcel clearly as a returned item on the customs declaration, not as a gift or a new sale. This stops the parcel attracting fresh import charges on arrival. If a return reaches us with duties owing because it was declared incorrectly, we'll deduct those charges from the refund.

Refunds

For faulty items, we process the refund as soon as we've seen your photo — you don't wait for a parcel to travel. For change-of-mind returns, we'll email to confirm once the item reaches us and has been checked.

Approved refunds go back to your original payment method within 5–10 business days. How soon it shows on your statement is down to your bank or card issuer.

Refunds are issued in the same currency your order was charged in. Because local prices are converted from our base currency at current exchange rates, a refund processed days or weeks after the original order can differ very slightly from the amount you paid. That difference comes from the exchange rate moving, not from us withholding anything.

Import duties on returns

If you paid import duty or VAT to receive your order, that money went to your government, not to us, so we can't refund it. Most countries let you reclaim it directly when you return goods — your local customs authority can tell you how.

Exchanges

The quickest way to swap a size or colour is to arrange a refund and place a new order for the one you want. If you'd rather we handle it as a straight exchange, just ask.

Cancelling an order

Contact us as soon as you can. We can usually stop an order before it's dispatched, normally within a few hours of you placing it. Once it's shipped, it becomes a return rather than a cancellation.

If a return isn't going smoothly

Get in touch through our contact page and we'll fix it. We'd much rather solve a problem than lose a customer over it.