Return Policy

We want every product to be a hit with your best friend. If something isn't right, returning it is simple.

✅ 30-day returns

You can return items within 30 days of receiving your order – no questions asked. Just let us know by email or through our contact page before the 30 days are up.

EU right of withdrawal: as a consumer in the European Union you also have a statutory right to withdraw from your purchase within 14 days of delivery without giving a reason. Our 30-day return policy extends this period and does not limit your legal rights.

📦 Condition of returned items

Items should be unused and returned in their original packaging, with any tags attached.
You may handle and inspect a product as you would in a shop. If an item shows use beyond that (e.g. chewed toys, washed bedding), we may reduce the refund to reflect any loss in value.

🚫 Items we can't accept back

For hygiene and safety reasons, the following can only be returned if they are faulty or incorrect:

Grooming and health products that have been opened or unsealed (shampoo, paw balm, ear wipes, toothbrushes, nail clippers)
Toys and chews that have been used by a dog
Personalised or custom-made items

📝 How to start a return

Contact us at yourbestfriendpetshop@gmail.com with your order number, the item(s) you want to return and, if something is wrong, a short description and photos.
We'll confirm your return and send you the return address and instructions.
Pack the item(s) securely and send them back within 14 days of letting us know. We recommend using a tracked service.

Please don't send items back without contacting us first – unannounced parcels can slow down your refund.

💶 Return shipping costs

Return shipping is paid by the customer, except when the item is faulty, arrived damaged or we sent the wrong item – in those cases we cover the return.