Refund policy

14-day return period

You may request a return within 14 days after receiving your order. This policy does not limit any mandatory consumer rights that apply in your country.

To qualify for a return, the item must be unused, in the condition received, with all accessories and original packaging. Proof of purchase is required.

Starting a return

Contact support@thecompanionpets.com before sending any product. Include your order number and the reason for the request. If accepted, we will provide the correct return instructions and return destination. Items sent without prior authorisation may not be accepted.

Damaged, defective or incorrect items

Inspect your order when it arrives. Contact us promptly if an item is damaged, defective or incorrect, and include clear photographs or video where possible. When the issue is confirmed, we will arrange an appropriate replacement, refund or other remedy at no additional return-shipping cost to you.

Return shipping

For a change-of-mind return, return-shipping costs are normally the customer’s responsibility unless mandatory law provides otherwise. Original standard-shipping charges are non-refundable where permitted by law.

Exceptions

For health and hygiene reasons, opened, used or contaminated pet-care items cannot be returned unless defective. Customised products, gift cards and items marked final sale are also excluded where permitted by law.

Refunds

After the returned item is received and inspected, we will notify you of the decision. Approved refunds are issued to the original payment method, generally within 10 business days. Your bank or card provider may require additional processing time.

Order cancellations

Orders may be cancelled before fulfilment begins. Contact support@thecompanionpets.com immediately; cancellation cannot be guaranteed once processing has started.