Refund policy

Return & Refund Policy

At Posh Pooch, we want you and your furry friend to love every purchase. If something isn’t right, we’re here to help.

 

Returns

We accept return requests within 14 days of your order being delivered.

 

To be eligible for a return, your item MUST:

  • Be unused and in its original condition.
  • Be in its original packaging where possible.
  • Include proof of purchase.

 

Please DO NOT return any item without contacting us first.

 

To request a return, email us at customerservice@poshpoochshop.com with: 

  • Your order number.
  • A description of the issue.
  • Photos if the item is damaged, faulty or incorrect.


We’ll review your request and provide instructions on the next steps.


Return Address

Returns should NOT be sent without prior approval.

If a return is approved, we’ll provide you with the correct return instructions and return address. Items sent without prior authorisation may not be accepted.


Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, faulty or you receive the wrong product, contact us within 48 hours of delivery with clear photos of the item and packaging. This ensures that we have enough time before the 14-Day returns concludes.

We’ll work with you to resolve the issue as quickly as possible. Depending on the circumstances, we may offer:

  • A replacement.
  • A refund.
  • Another suitable solution.


Change of Mind?

If you’ve changed your mind, you may request a return within 14 days of delivery.


Please note:

  • The item must be unused and in resalable condition.
  • Return postage costs are the customer’s responsibility unless the item is faulty, damaged or incorrect.
  • Original shipping charges are non-refundable unless required by law.


Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Used pet products.
  • Personalised or custom-made items.
  • Gift cards.
  • Perishable products.

 

Refunds

Once we receive and inspect your returned item, we’ll let you know whether your refund has been approved.


If approved, your refund will be processed to your original payment method. Please allow 5–10 business days for your bank or payment provider to complete the refund.


Contact Us


If you have any questions about returns or refunds, please contact us at:

customerservice@poshpoochshop.com