Refund policy

We want you and your pet to be happy with what arrives. If something isn't right, you have 30 days from the day your order is delivered to ask for a return.

To be eligible, the item must be unused and in the same condition you received it, with its tags and in its original packaging. Please keep your order confirmation as proof of purchase.

How to start a return
Email us at info@frommyhuman.com with your order number and a short note about the problem. We work with fulfilment partners rather than a single warehouse, so we'll confirm the correct return address for your order once your request has been approved. Items sent back to us without an approved return request can't be accepted.

Return postage
If the item is faulty, damaged or not what you ordered, the return is on us — we'll cover the cost of sending it back, or replace the item, whichever you prefer.
If you've simply changed your mind, you arrange and pay for the return postage. We'll give you the address and recommend a tracked service, as we can only refund items that reach us.

Damages and issues
Please check your order as soon as it arrives and contact us straight away if the item is defective, damaged, or if you received the wrong item, so we can put it right.

Items we can't take back
For hygiene and safety reasons we can't accept returns on personal care goods, perishable goods, hazardous materials, flammable liquids or gases, custom or personalised items, or gift cards. If you're not sure about your item, just ask before sending anything back.

Exchanges
The quickest way to get the item you want is to return the one you have and place a new order once the return has been approved.

Your rights under UK law
If you are in the UK, you have a legal right to cancel an online order within 14 days of receiving it, for any reason, and a further 14 days to send the item back. Where you cancel under this right, we will also refund the standard delivery cost you paid on the original order. The cost of returning the goods is yours, unless the item is faulty or not as described. Nothing in this policy limits your rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.

Refunds
We'll let you know once your return has arrived and been checked. If it's approved, your refund goes back to the original payment method within 14 days of us receiving the item, and usually sooner. Bear in mind that your bank or card issuer may need a few more days to post it to your account. If more than 15 business days have passed since we approved your return, please contact us at info@frommyhuman.com.