Returns and refunds

Last updated: 1 September 2026

We want you to be happy with what you bought. This policy explains how to return something, when you get your money back, and who pays the postage. It forms part of our terms and conditions and does not affect your statutory rights.

The short version

• You have 30 days from delivery to request a return.
• If the item is faulty, damaged, or not what you ordered, we pay the return postage and refund you in full.
• If you have simply changed your mind, the item must be unused and in its original packaging, and you pay the return postage.
• Where a discount code was used, the refund is the amount you actually paid, not the pre-discount price.
• Refunds are issued to the original payment method within 2 business days of us receiving the item.

How to start a return

1. Email support@vgmhappypets.com within 30 days of delivery with your order number and what is wrong.
2. If the item is damaged or faulty, attach a photo. This usually means we can resolve it without you posting anything back at all.
3. We reply within one business day with a return address and instructions.

Please do not post anything back before contacting us. Returns sent without a return reference can take a long time to identify and refund.

Items we cannot accept back

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

• Toys that have been given to an animal and used, unless they are faulty.
• Catnip products where the sealed packaging has been opened, unless they are faulty.
• Items returned more than 30 days after delivery.

This does not apply where an item is faulty, damaged on arrival or not as described. In those cases you are covered regardless of whether it has been opened or used.

Faulty and damaged items

If a toy arrives damaged, or fails in a way it should not have within a reasonable time, email us with a photo. We will send a replacement or refund you in full, including the £20 delivery charge, and we will not ask you to pay return postage.

Normal wear from chewing is not a fault. No pet toy is indestructible and none is expected to survive indefinite destruction — but a seam that opens in the first week, a squeaker that comes loose, or a part that detaches is a fault, and we will put it right.

Cancelling before dispatch

You can cancel any order free of charge before it is dispatched. Email us with your order number and we will stop it and refund you in full, usually the same day.

Refunds

Refunds go back to the original payment method. We process them within 2 business days of receiving the returned item or agreeing the refund, and your bank typically takes a further 2 business days to show it. We will email you when the refund is sent.

Where a return is due to a fault or our error, we refund the £20 delivery charge as well. Where you have changed your mind, the delivery charge is not refunded. If a discount code brought your order total down, we refund the amount actually charged to your card.

If you are not satisfied

Contact us first and give us the chance to fix it — we would much rather resolve a problem directly than have you raise a dispute with your bank. Email support@vgmhappypets.com or call +44 7956 877629, Monday to Friday, 9am–6pm UK time, and we will reply within one business day.