Returns & Refunds — Our 30-Day Guarantee
Our 30-Day Guarantee
We stand behind every product we sell. If you or your pet aren't happy, we'll put it right — it's that simple.
The Happy Pet Promise
Every toy we sell is covered by our 30-Day Happy Pet Guarantee: if your cat or dog ignores it, doesn't take to it, or it simply isn't the right fit for them, contact us within 30 days of delivery and we'll refund you. We know pets are individuals — you shouldn't be stuck paying for a toy that didn't click.
Returns
You can request a return within 30 days of receiving your order. To be eligible, please:
- Contact us first at hellopounceball@gmail.com with your order number and the reason for return — we'll send you return instructions
- Keep the item in reasonable condition with its original packaging where possible
For hygiene reasons, grooming tools and feeding products that have been heavily used may only be eligible for partial refunds unless faulty — we'll always assess fairly and lean in your favour.
Damaged, Faulty, or Wrong Items
If your item arrives damaged, defective, or isn't what you ordered, email us within 7 days of delivery with a photo or short video of the issue. We'll send a free replacement or a full refund — no need to post anything back in most cases.
Refunds
Once your return or claim is approved, your refund is issued to your original payment method within 5–10 business days. If it hasn't appeared after 10 business days, check with your bank or card provider first, then contact us and we'll chase it.
Order Cancellations
Need to cancel? Contact us within 12 hours of ordering and we'll cancel and refund in full. After that window your order may already be processing with our fulfilment partner and can't be stopped — but you can still use our 30-day return policy once it arrives.
Exchanges
The fastest way to exchange is to request a refund on the original item and place a new order for the one you'd like instead.
Statutory Rights
Nothing in this policy affects your statutory rights, including your rights under the UK Consumer Rights Act 2015.
Questions? We're here: hellopounceball@gmail.com