Refund policy
Returns, Exchanges & Refunds – Petspuff Last updated: October 2026
We want you and your pet to love your Petspuff order. If something isn't right, we'll make it right.
Wrong size? Exchange it Try the harness or collar on your pet indoors. If it doesn't fit, email us within 30 days of delivery and we'll exchange it for another size. The item must be unused (see below), and return postage is paid by you.
30-day returns Changed your mind? You can return any item within 30 days of delivery for a full refund, as long as it is:
- unused – tried on indoors is fine, but not worn on walks, washed or chewed
- clean, undamaged and with its tags
- returned with your order number
Opening the packaging is absolutely fine – we know you need to check the fit.
For change-of-mind returns and size exchanges, return postage is paid by you. We recommend a tracked service.
Faulty, damaged or wrong item If your item arrives faulty or damaged, or we sent the wrong item, please email us as soon as possible with your order number and a photo. We'll send a free replacement or give you a full refund, and we cover all postage. This doesn't affect your statutory rights.
How to start a return or exchange
- Email support@petspuff.com with your order number and whether you'd like an exchange or a refund.
- We'll reply with the return address (and a free label for faulty or wrong items).
- Once your return arrives and is checked, we'll send your new item or refund you.
Refunds Refunds go back to your original payment method within 5–10 working days of us receiving your return. If you paid for standard delivery and return your whole order, we refund that too.
Questions? We're here Monday to Friday, 9am–5pm (UK time) at support@petspuff.com.