Refund policy

RETURNS & REFUNDS

We want you to love what you ordered. If something isn't right, here's how we handle it.

BEFORE ANYTHING ELSE

Some items can't be returned at all - please check this list first.

Treats, chews, edibles, hay, anything perishable, shampoos, supplements, and wellbeing products can't be returned once they've left us, opened or not. Grooming tools that have been used. Anything that's been washed or used. Subscription boxes, once dispatched.

Items from our Last Chance collection are covered by your statutory 14-day return right - but not our standard 30-day returns policy. See the Last Chance section below for details.

Not sure if your item qualifies? Just ask.

LAST CHANCE ITEMS

Every item in Last Chance is in perfect condition unless a specific fault or expiry date is noted on the product itself - these are end-of-line, clearance, or outgoing season pieces, nothing more. Each one has been inspected and is as new unless we've told you otherwise.

Some items may have packaging that shows signs of wear or damage - this will be noted where relevant. Packaging condition is not grounds for return where the product itself is in perfect order.

Last Chance items are covered by your statutory 14-day return right. Our standard 30-day returns policy does not apply. Where a fault or expiry date has been disclosed on the product listing, the item is sold as described and cannot be returned on that basis.

YOUR 30-DAY RETURNS WINDOW

You have 30 days from the day after your dispatch confirmation email is sent to request a return. Please get in touch first so we can give you the right returns address - some items come directly from our makers.

Everything needs to come back in the same condition it left us - unused, packaging intact, labels on. If it's been near a dog, we'll know.

Return postage is at your cost. We'd recommend a tracked service - we can't be responsible for anything lost on its way back.

Once we've received your return and checked it over, we'll process your refund within 14 days. It goes back to however you paid originally.

WHAT ABOUT DELIVERY CHARGES?

If you're returning your entire order, we'll refund your standard delivery charge too. If you're returning part of an order, the original delivery charge isn't refunded.

If an item is faulty, we'll cover return postage and refund everything.

FAULTY?

It's rare - we care about the quality of everything we stock. But if something isn't right, get in touch and we'll sort it straight away including the postage.

WE SENT YOU THE WRONG THING?

Occasionally we're human and the wrong thing ends up in the box - the wrong toy, the wrong treats. It doesn't happen often but when it does, we're sorry. Get in touch and we'll sort it straight away - including all the postage.

SUBSCRIPTION BOXES

To cancel a subscription, log into your account portal or email amy@barksandbunnies.live at least 7 days before your next renewal date.

ITEMS FROM OUR MAKERS

A small number of products are sent directly to you from our makers. Returns for these can work a little differently - the details are on the product page, and it's worth a read before you order.

Bowl & Bone Republic items come from Poland. Returns go back to them directly, which means international postage and any customs paperwork are on you. Drop us a message and we'll walk you through it.

YOUR STATUTORY RIGHT TO CANCEL

UK law also gives you the right to cancel your order within 14 days of receiving it - no reason needed. Just let us know in writing (an email is fine) within those 14 days, then return the items within a further 14 days.

We'll refund your items and standard delivery costs within 14 days of receiving them back. Return postage is your responsibility.

GET IN TOUCH

Drop us a message at amy@barksandbunnies.live. There's a real person on the other end of that email - I'll get back to you as soon as I can.