Refund policy
Free returns, 30 days, no fuss.
If something isn't right, you can return it to us free of charge within 30 days of receiving it. You don't need to email us or wait for a reference number. Request the return from your account and we'll send you a prepaid label.
How to return an item
- Go to Log in and sign in with the email address you used to place the order.
- Find the order and choose Request a return.
- Select the items you're sending back and tell us why. (We ask so we can improve, not to argue.)
- We'll email you a prepaid returns label. Print it, attach it to the parcel, and drop it off at any Post Office / your nearest drop-off point.
That's it. Once the parcel is on its way, you can track it from the same email.
If you checked out as a guest, use the same link and enter the email you ordered with. We'll send you a code to sign in, and your order will be there.
What can be returned
We're happy to take back anything that's unused and in the condition you received it, with its packaging and any labels still attached. Toys that have been played with, chewed or washed can't be returned as a change of mind, for the same reason you wouldn't want to receive one. If a toy has been used and has gone wrong, that's a different matter: see "Faulty or damaged items" below.
Refunds
We'll refund you to your original payment method within 14 days of receiving your return, and usually a good deal sooner. We'll email you when it's done. Depending on your bank or card provider, it can take a few more days to show in your account.
Standard delivery is free, so there’s nothing to refund there. The £2.95 Express charge isn’t refunded for change-of-mind returns, but is always refunded if an item is faulty or we made a mistake.
Exchanges
We don't do exchanges directly, because it's quicker for you to return the item for a refund and place a new order for the one you want. If you'd like a hand choosing a replacement, email us and we'll point you in the right direction.
Faulty or damaged items
If something arrives damaged, or develops a fault, let us know at support@happierdoggo.com with your order number and a photo. We'll put it right with a replacement or a full refund, and we'll cover the return postage. You don't need the original packaging, and it doesn't matter if the toy has been used. If a fault appears after 30 days, get in touch anyway; your rights don't stop there and neither do we.
A note on heavy chewers
Our product pages say which toys are for supervised play and which aren't chew toys. A plush or motorised toy that's been chewed through isn't faulty, so we can't refund it as one. If you're not sure which toy suits your dog, email us before you buy and we'll tell you.
Your legal rights
Nothing in this policy affects your statutory rights as a UK consumer. Under the Consumer Contracts Regulations 2013 you have 14 days from delivery to cancel an online order for any reason; our 30-day policy gives you longer. Under the Consumer Rights Act 2015 you're entitled to a refund, repair or replacement if goods are faulty, not as described or not fit for purpose.
Questions?
Email support@happierdoggo.com or call +44 161 394 1517. We're a small team, but we answer every message, usually within one working day.