I hope you will love our products as much as we do! Should you change your mind regarding your purchase or should your item not be the size or colour you require, we are very happy to offer you a refund or exchange. Should your item be faulty, we will offer a full refund or exchange on your item. Because of the nature of bespoke items such as made to measure or made to order products, unless they arrive damaged or defective, I am unable to accept a return and they are not refundable.
If you would like to return an item for a refund or exchange, please email us within 14 days of receiving your order: sales@pookypets.com. Please return the item(s) unused and in original condition within another 14 days. We cannot refund or exchange an item unless you have informed us within 14 days that you wish to return, nor can we refund or exchange outside of the statutory 30 day period.
Exchanges:
Please let us know within 14 days of receiving your order if you wish to exchange any products and return it to us. Bespoke products are non-exchangeable unless faulty.
As soon as we receive the returned item we will acknowledge this by email and the exchange product will be despatched. Where an exchange item has a lower value than the return item we will refund the balance, minus any additional shipping charges that we may incur.
Refunds UK:
Please let us know by email within 14 days of receiving your order that you require a refund: sales@pookypets.com and return the item to us within 30 days of receipt of your order. Once we receive the return items we will issue the refund within 14 days.
If you are returning a faulty item(s) for a refund, we are happy to refund the (reasonable) shipping cost paid for the item(s) being returned.
Refunds International:
Please let us know by email within 14 days of receiving the item if you wish to return the item for a refund as described above. Please do not return faulty items prior to notifying us by email as we may not be able to refund all shipping costs incurred.
Faulty Products:
Every item in our store is handmade with love and great attention to detail and pass through rigorous quality control prior to shipping. However, if you believe you have received a faulty item, please contact us within 14 days by email at sales@pookypets.com. We will exchange or refund any faulty item(s), providing that any issues are not the result of reasonable wear and tear or inappropriate use of the product. Reasonable shipping costs will also be reimbursed at the same time. Once you have contacted us, please return the faulty item within a further 14 days of your notification. We cannot refund or exchange a faulty item outside of the statutory 30 day period.
Returns Address:
Please email us within 14 days of receipt of your order: sales@pookypets.com, and we will provide our returns address.
When returning an item to us, please make sure that you mark your package ‘Returns’ and include your name and contact details inside the package. Please ensure that the items are securely packaged so that they are not damaged in transit. We recommend that you use a service with tracking and/or proof of postage as you are responsible for the safe return of goods to Pooky Pets. Unless you are returning a faulty item, the cost for returning items is borne by the customer.
Contact:
If you have any questions, please contact us by email at sales@pookypets.com. We are always happy to help.