Refund policy
Returns and refunds
We want you and your dog to be happy with your order. If something is not right, we will put it right.
Your 14-day right to cancel
Under EU consumer law you have the right to cancel your order within 14 days of receiving it, without giving a reason. To cancel, email us at info@shoptessie.com within 14 days of delivery and tell us you wish to return your order.
Once you have told us, you have a further 14 days to send the item back. We will refund you within 14 days of receiving the returned item, or of receiving proof that you have sent it.
Condition of returned items
Items should be returned in their original condition and packaging where possible. For hygiene reasons, we cannot accept returns of items that have been used by an animal for feeding or drinking, unless the item is faulty. Please check that the size and colour are right before use.
Return shipping costs
If you are returning an item because you changed your mind, you pay the cost of return shipping. If the item is faulty, damaged, or not what you ordered, we pay the return cost and refund your original delivery charge.
Faulty or damaged items
If your order arrives damaged or develops a fault, email info@shoptessie.com with your order number and a photo of the problem. We will send a replacement or issue a full refund, whichever you prefer. You have statutory rights of up to two years for faulty goods under EU law, and nothing in this policy limits them.
Orders that never arrive
If your order has not arrived within the estimated delivery window, contact us and we will trace it. If it cannot be found, we will replace it or refund you in full.
How refunds are paid
Refunds are issued to the original payment method. Depending on your bank, funds may take a few working days to appear after we process the refund.
How to start a return
Email info@shoptessie.com with your order number and what you would like to do. We will reply with return instructions and a return address. Please do not send anything back before contacting us.