Refund policy

Returns

We want you and your pet to be happy with every order. You have 14 days from the day your order is delivered to return an item, and returns are free: a prepaid Royal Mail return label is included in every box.

How to return an item

1. Email contact@agencynetworkltd.com with your order number and the item(s) you'd like to return.
2. Pack the item securely, ideally in its original packaging, and attach the prepaid return label.
3. Drop the parcel at any Royal Mail access point.

Conditions

Items must be unused and in their original condition and packaging. For hygiene reasons we cannot accept returns of toys, bowls, grooming tools or bedding that have been used by a pet, unless the item is faulty.

Faulty or incorrect items

If an item arrives damaged, faulty or isn't what you ordered, contact us and we will replace it or refund you in full, including any return costs. Nothing in this policy affects your rights under the Consumer Rights Act 2015.

Refunds

Once your return reaches us, we process the refund to your original payment method within 5 business days (and in any event within 14 days). Your bank may take a few extra days to show the money in your account.

Exchanges

Exchanges are accepted within the same 14-day window for unused items. Email us with your order number and the size or item you'd like instead.

Cancelling an order

Under the Consumer Contracts Regulations 2013 you may cancel your order at any time from the moment you place it until 14 days after delivery. If your order hasn't shipped yet, email us and we'll cancel and refund it straight away.

Questions? Email contact@agencynetworkltd.com or call +44 79 7164 8163 (Mon-Fri, 9:00 AM - 5:00 PM).