Refund policy

Trade Customers Only

This website is intended for trade customers purchasing goods for business use. By placing an order, you confirm that you are purchasing as a business and not as a consumer.

Returns Due to Change of Mind

As a trade supplier, we do not accept returns for goods ordered in error, unwanted items, or changes of mind unless agreed in writing at our discretion.

Where a return is authorised:

  • Goods must be unopened, unused, and in resaleable condition.
  • Returns must be requested within 14 days of delivery.
  • A restocking fee of up to 20% may apply.
  • The customer is responsible for return shipping costs.
  • Original delivery charges are non-refundable. 

    Damaged, Faulty or Incorrect Goods

    Please inspect all deliveries upon receipt.

    If goods are damaged, faulty, or supplied incorrectly, you must notify us within 48 hours of delivery by email, including photographs where applicable.

    Upon verification, we will:

    • Replace the goods;
    • Repair the goods where appropriate; or
    • Provide a refund or credit note at our discretion.

    We may request the return of the goods before issuing a replacement or refund.

    Non-Returnable Items

    The following items cannot be returned unless faulty:

    • Special-order products
    • Bespoke or customised items
    • Perishable goods
    • Products with broken seals or opened packaging
    • Clearance or end-of-line products

    Refund Processing

    Approved refunds will be processed to the original payment method within 14 days of receipt and inspection of the returned goods.

    Return Authorisation

    No returns will be accepted without prior authorisation from our customer service team. Unauthorised returns may be refused and returned to the sender.

    Limitation of Liability

    Our liability for any claim relating to goods supplied shall not exceed the purchase price of the goods in question. This policy does not affect any statutory rights that cannot legally be excluded.

  • food products and dog treats cannot be returned once opened for hygiene and food safety reasons, unless they are faulty or supplied incorrectly.