Refund policy

Returns & Refunds

We want you and your pet to love what you buy from Our Best Friends. If something isn't right, here's how we'll put it right.

Changed your mind? You have 14 days

If you live in the UK, you can cancel your order for any reason within 14 days of receiving it. After telling us, you then have a further 14 days to send the item back.

Items should be unused and returned in their original condition and packaging where possible.
For change-of-mind returns, you pay the cost of posting the item back to us.
We may reduce your refund if an item has been used or handled more than you would in a shop.

Faulty, damaged or not as described?

If your item arrives faulty, damaged, or isn't what we described, please contact us with your order number and a photo of the problem. We will offer a replacement or a full refund, including the original delivery cost and any return postage. This does not affect your legal rights under the Consumer Rights Act 2015.

How to start a return

Email us at tomasz@ourbestfriends.store with your order number and which item(s) you'd like to return.
We'll reply with the return address and instructions. Please don't post items back before contacting us, as returns sent to the wrong address may be delayed or lost.
We recommend using a tracked postage service and keeping your proof of postage.

Your refund

We'll refund you to your original payment method within 14 days of receiving the returned item, or of you giving us proof that you sent it back, whichever comes first. If you cancel your whole order, we'll also refund the standard delivery cost you paid.