Refund policy

Our promise

We want you and your dog to be completely happy. If something isn't right, you have 30 days from the day your order is delivered to ask for a return.

How to return an item

Email us at snoutwell@outlook.com with your order number and the item you'd like to return. Please don't post anything back before contacting us.
We'll reply within 1 working day (Monday to Friday) with the return address and instructions.
Send the item back unused, in its original condition and packaging. We recommend a tracked service.
Once we receive and check it, we'll refund you to your original payment method within 5 working days. Your bank may take a few extra days to show it.

Return postage

If you've changed your mind or ordered the wrong size, return postage is paid by you. There is no restocking fee.

Damaged, faulty or wrong items

If your item arrives damaged, faulty or isn't what you ordered, email us within 30 days of delivery with a photo. We'll send a free replacement or give you a full refund, and you won't pay any return postage. This doesn't affect your statutory rights.

Items we can't accept back

For hygiene reasons, we can't accept returns of grip socks or recovery collars that have been worn, unless they're faulty.

Cancelling an order

You can cancel any time before your order is dispatched for a full refund. Just email us. Your legal right to cancel under the UK Consumer Contracts Regulations (14 days from delivery) is always protected.