Returns Policy

We have made the returns process as easy as we can - simply use our online returns request form to let us know what your returning and why, and let us take care of everything else.

Our standard return policy is 30 days for an exchange or refund. If you have any questions about returning an item, we might have answered your query below:

Please note that certain items are excluded from our returns policy, which includes orders on perishable items (such as food and treats) and any items which have been personalised. 

The following brands are also excluded from refunds due to being special order items: Red Dingo & Rukka. Your statutory rights are not affected.
Pet Pooch Boutique, House of Paws and Bowl & Bone items can not be exchanged, only returned for a refund.
If an item is returned to us damaged/stained or without tags, a refund/exchange will be rejected. Any special order items returned to us are subject to a restocking fee.

There’s nothing wrong with my item, but I’d like an exchange or return.

As long as you contact us within the 30-day return period and your product is in a saleable condition with its original labels and packaging, we’re happy to offer an exchange or refund on your product. If you’re looking for an exchange for a similar item our team can help advise you on suitable alternatives if the product you ordered wasn’t quite right.

Who pays for postage on my return, and how much will it cost?

If there is nothing wrong with the item you’ve ordered but you wish receive a refund or exchange it for another item, we can only refund the cost of the item itself. We cannot cover any postage costs associated with the exchange process, which includes any initial delivery costs and return postage fees. 
We generally advise to return items via Royal Mail by Second Class Signed for Delivery or Tracked.

I have a faulty or damaged item.

We hand-pick the brands we work with to ensure all our products are high quality and built to last. However, sometimes issues do occur. If your item arrives faulty or damaged, please notify us within 48 hours so we can rectify the issue as soon as possible. If you wish to send the item back to us, we’ll cover postage costs as outlined below.
If your item is faulty within our 30 day return policy, we are happy to offer you a refund, and we will cover the cost of posting the item back to us. If your item is faulty and under the manufacturer’s warranty period, you may need to contact the manufacturer for a replacement or refund. Our team will be happy to assist you through the process and advise you on product alternatives.
We may ask you to provide photos of your damaged or faulty items so we can share feedback with our brand partners.

My product is faulty, who pays for the return postage?

For faulty or damaged items, we will cover any of your postage costs to get the item back to us, using our preferred postage method. We advise to return items to us via a tracked/signed for service. We do not cover the original postage of the order.

I received the wrong item, what do I do?

In the event you’re sent the wrong item, we will happily cover the costs of any return to us using our preferred postage method.

We hope you’re happy with all of your purchases from Purrfectly Yappy and that you found our guide helpful. If you have any further queries regarding how to return your item and the costs involved please call or email our team, who will be more than happy to help.

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