Returns and refunds

Changed your mind?

You can cancel your order for any reason within 14 days of the day after you receive it. This is your right under the Consumer Contracts Regulations 2013.

  1. Email hello@burrowandbark.co.uk within those 14 days with your order number and the items you want to return. You can also use the cancellation form at the bottom of this page, but you don't have to.
  2. We'll reply with the returns address. Please don't send anything back before we've given you the address, as parcels sent to the wrong place can't be traced.
  3. Send the items back within 14 days of telling us you're cancelling.

You pay the cost of returning items when you've changed your mind. We recommend a tracked service, because we can't refund a parcel that doesn't reach us.

Your refund

We'll refund the price you paid for the items, plus the standard delivery charge you paid when ordering, within 14 days of receiving the items back (or of you showing us proof of postage, if that's sooner). Refunds go back to your original payment method.

If you only return part of an order, we refund the delivery charge only if the items you keep would have qualified for free delivery anyway.

Please handle items only as you would in a shop. If an item comes back used, damaged or not in a resaleable condition, we may reduce your refund to reflect that.

Items we can't take back

Personalised items, such as a bowl printed with your pet's name, are made to your specification and can't be returned unless they're faulty or not as described.

Faulty, damaged or not as described

If something arrives faulty, damaged or not as described, you don't pay for anything.

  • Within 30 days of delivery, you can reject it for a full refund.
  • After that, we'll repair or replace it, and if that isn't possible, refund you.

Email hello@burrowandbark.co.uk with your order number and a photo of the problem. We'll arrange a replacement or refund, and if we need the item back, we'll cover the return postage.

These rights come from the Consumer Rights Act 2015 and are not affected by this policy.

Cancellation form

If you'd like to use it, copy this into an email to hello@burrowandbark.co.uk:

To Burrow & Bark (MTG Technical Consulting Ltd): I hereby give notice that I cancel my contract of sale of the following goods: [items]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Date: [today's date].