Refund policy

REFUND & RETURNS POLICY

1. AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. CHANGE OF MIND RETURNS

We want you to be happy with your purchase. However, because we offer free shipping and specialized pet hygiene products, we generally do not offer refunds for "change of mind" or if you simply made a wrong selection.

We may, at our discretion, offer a store credit or exchange if:

  • The item is returned within 30 days of purchase.

  • The item is unused, in its original packaging, and in the same condition that you received it.

  • You pay for the return shipping costs to our United Kingdom office.

3. HYGIENE & SAFETY EXCLUSIONS

For the health and safety of all pets, we cannot accept returns on the following items if they have been opened or used, unless they are defective:

  • Paw Cleaners & Washers

  • Grooming Brushes

  • Bedding that has been used

  • Any other hygiene-related pet product.

4. DAMAGED OR DEFECTIVE ITEMS (THE "HASSLE-FREE" GUARANTEE)

If your item arrives damaged, broken, or not as described, you do NOT need to return it. We will replace it for free.

How to claim:

  1. Take a clear photo or video of the damage/defect.

  2. Email us at operations.global.ltd@gmail.com within 7 days of delivery.

  3. Include your Order Number and the photo.

Once approved, we will send you a free replacement immediately or offer a full refund to your original payment method.

5. RETURN SHIPPING COSTS

  • For Defective/Wrong Items: We will cover all costs (or simply send a replacement without requiring a return).

  • For Change of Mind: Return instructions will be provided by our support team upon approval of the return request. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

6. CANCELLATIONS

Orders may be canceled before processing begins. Once an order has entered fulfillment, cancellation may no longer be possible.

CONTACT US

For all refund and return inquiries, please contact our support team: Email: operations.global.ltd@gmail.com Business Address: 60 Tottenham Court Road, Suite 7145a, Fitzrovia, London, United Kingdom, W1T 2EW