Refund policy

1. Overview

At Smartpuppys, we want you and your pets to be happy with every purchase. This policy explains your rights and how we handle returns and refunds for UK customers.

2. Your Legal Rights

Under UK law, you have the right to a refund, repair, or replacement if products are faulty, damaged, or not as described. For online orders, you also have a 14-day “cooling-off” period to return items for any reason.

3. Returns for Change of Mind

• You can return most items within 14 days of receiving your order.
• Items must be unused, in their original packaging, and in saleable condition.
• Customers are responsible for return shipping unless the item is faulty or damaged.

4. Faulty or Damaged Items

• If your item arrives faulty, damaged, or incorrect, contact us within 14 days of delivery.
• Smartpuppys will cover the cost of return shipping for faulty or damaged items.
• You can choose a full refund, replacement, or store credit.

5. Refunds

• Refunds are processed within 14 days of receiving the returned item.
• Refunds will be made via the original payment method.
• Shipping fees are only refunded if the return is due to a faulty or incorrect item.

6. How to Return

• Contact our support at info@smartpuppys.com to request a return.
• Include your order number and reason for return.
• Pack the item securely and send it to the provided address.

7. Exceptions

• Customized or personalized items cannot be returned unless faulty.
• Opened consumable products (e.g., treats, supplements) are non-returnable for hygiene reasons.

8. Contact Us

For questions or assistance, email info@smartpuppys.com or use our website contact form