Refund policy

Refund Policy

At Hairy Kiddos, we want you and your furry family members to love every order. If something is not right, we are here to help.

This Refund Policy applies to purchases made through our website only.

1. Returns Window

We offer a 30-day return window from the date your order is delivered.

This 30-day policy is offered in addition to any statutory rights that may apply in your country. If you are located in the European Union or the United Kingdom, your legal right to cancel an eligible online order may apply for 14 days from the day you receive the goods. Nothing in this policy limits or replaces any rights you may have under applicable consumer law. (European Union)

1. Eligibility for Returns

To be eligible for a return for change of mind, the item must be:

unused
unworn
unwashed
free from pet hair, odour, stains, dirt, or damage
in its original packaging
in resaleable condition

We reserve the right to refuse returns that do not meet these conditions.

If your item arrives damaged, defective, incorrect, or not as described, please contact us within 7 days of delivery with your order number and clear photos so we can review the issue and offer an appropriate solution.

1. Non-Returnable Items

For hygiene, health, and safety reasons, some items may not be eligible for return once opened, used, or unsealed, unless they are faulty or incorrect.

This may include, where applicable:

pet grooming or hygiene items
feeding items or bowls that have been used
opened consumables, treats, supplements, or edible products
litter, waste, or toilet-related products
pet beds, blankets, carriers, or clothing that have been used
personalised or made-to-order items
gift cards

If you are an EU or UK customer, this section is intended to reflect any permitted hygiene-related exceptions under applicable law and will not override any non-excludable statutory rights. (Eur-Lex)

1. Change of Mind Returns

If you change your mind and would like to return an eligible item, please contact us before sending anything back.

Returned items must meet the eligibility conditions listed above.

Unless required by law or unless we agree otherwise, customers are responsible for the cost of return shipping for change of mind returns. Original shipping charges, if any were paid, are non-refundable unless required by applicable law.

If you are located in the EU or UK and are exercising your statutory cancellation right, you must notify us within the applicable 14-day period. You may then be required to send the goods back in line with the applicable rules. (European Union)

1. Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged, defective, incorrect, or with missing items, please contact us as soon as possible and no later than 7 days after delivery.

Where appropriate, we may offer one of the following remedies:

a replacement
a refund
a partial refund
store credit
another reasonable solution depending on the issue

We may ask for photos of the item, packaging, and shipping label to help us assess the problem.

If the issue is confirmed to be our error or a product fault, Hairy Kiddos will cover the reasonable cost of return shipping where a return is required.

1. How to Start a Return

To request a return, please email us at support@hairykiddos with:

your order number
the item(s) you want to return
the reason for the return
photos, if the item is damaged, defective, or incorrect

Please do not send your item back without contacting us first. Unauthorised returns may not be accepted or processed.

If your return is approved, we will provide return instructions. In some cases, we may provide a return address that differs from the original shipping address.

1. Refunds

Once your returned item is received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please note:

payment providers and banks may take additional time to process and post the refund
original shipping charges are generally non-refundable unless required by law
if an item shows signs of use, pet wear, odour, hair, washing, damage, or is not returned in resaleable condition, we may reduce the refund or reject it where permitted by law

For EU and UK cancellation returns, where applicable, refunds should generally be processed within 14 days of receiving the returned goods or evidence that the goods were sent back, whichever is earlier, unless a lawful exception applies. (Legislation.gov.uk)

1. Late or Missing Refunds

If you have not received your refund yet, please:

check your bank account again
contact your card issuer or payment provider
contact your bank, as processing times can vary

If you have done this and still have not received your refund, please contact us at [insert Hairy Kiddos support email].

1. Exchanges

We do not guarantee direct exchanges on all items.

If you would like a different size, colour, or product, the fastest option may be to place a new order and request a return for the original item if it is eligible.

If your item is defective, damaged, or incorrect, we may offer a replacement where appropriate.

1. Refused Deliveries and Failed Delivery Attempts

If an order is refused at delivery or returned to sender due to an incorrect address provided by the customer, failure to collect, or repeated unsuccessful delivery attempts, we may deduct any return shipping fees, handling fees, customs charges, or carrier charges from any refund where permitted by law.

1. Customs, Duties, and Import Charges

For international orders, customs duties, taxes, and import fees may apply depending on the destination country.

Unless stated otherwise at checkout, these charges are the customer’s responsibility and are non-refundable once incurred.

If a parcel is returned due to unpaid customs charges or import refusal, we may deduct those costs from any refund where permitted by law.

1. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

If your order has not yet been processed or dispatched, we may be able to cancel it.

If your order has already shipped, cancellation may no longer be possible and the order will instead be treated under our return policy and any applicable legal cancellation rights.

1. Statutory Rights

Nothing in this Refund Policy is intended to exclude, limit, or override any rights you may have under applicable consumer protection laws in your country.

If you are based in the EU or UK, you may have legal rights in relation to cancellation, faulty goods, goods not as described, or other mandatory protections. Those rights remain in addition to this policy. (European Union)

1. Contact Us

For return and refund requests, please contact:

Hairy Kiddos
Email: support@hairykiddos.com
Website: www.hairykiddos.com

We aim to respond within 1 business day.