Refund policy

Return Window & Conditions
You have 30 days after receiving your item to request a return. To be eligible, items must be unworn, unused, with tags attached, in their original packaging, and accompanied by a receipt or proof of purchase.

How to Initiate a Return
To start a return, contact us at support@brownsnaturalpetstore.co.uk. Once your return has been approved, you are responsible for arranging and paying for your own return shipping. We recommend using a tracked, insured service, as we cannot take responsibility for items lost or damaged in transit and are unable to issue a refund for items that do not reach us. Full return instructions and our returns address will be provided once your return is approved. Items sent back without prior approval will not be accepted.

Return shipping costs are the customer's responsibility and are non-refundable, except where the item is faulty, damaged, or incorrect, see below.

Damaged, Defective, or Incorrect Items
This doesn't apply to faulty items. If your order arrives damaged, defective, or isn't what you ordered, please inspect it as soon as it arrives and contact us within 24 hours. In these cases, we will cover the full cost of return shipping, and your refund, replacement, or repair, at no cost to you.

Non-Returnable Items
The following cannot be returned: perishable goods (foods, treats, opened products); custom or personalised items; personal care products (dog boots/socks); hazardous materials, flammable liquids, or gases; and sale items and gift cards.

Exchanges
Rather than direct exchanges, please return the original item and place a separate order for the replacement you'd like. If the original item was faulty, damaged, or incorrect, we'll cover your return shipping as above; if you're exchanging for a different size, colour, or style by choice, the return shipping cost is your responsibility.

Refund Processing
Approved refunds are issued to your original payment method and typically processed within 10 business days, though timing may vary by financial institution. Refunds cover the price of the item; return shipping costs are not refunded, except for faulty, damaged, or incorrect items.

Gift Card Terms
E-vouchers are non-refundable, non-exchangeable for cash, and valid for 12 months from issuance.