Refund Policy

We want you and your dog to be happy with your NeoPaws gear. If something isn't right, here is how we fix it.

30-day returns

You can request a return within 30 days of the day your order is delivered. To be eligible, the item must be unused, in the condition you received it and in its original packaging. For hygiene reasons we can't accept items that have been worn or used.

To start a return, email fridaynsiadu@outlook.com with your order number and the reason for the return. Please don't send anything back before contacting us. We will reply with the return address and instructions. Items sent back without a return request can't be accepted.

For change-of-mind returns, the customer pays the return shipping cost. We recommend a tracked service, as we can't refund parcels that don't reach us.

Damaged, faulty or wrong items

Please check your order when it arrives. If an item is damaged, faulty or not what you ordered, email us within 30 days of delivery with your order number and a photo or short video of the problem. We will send a free replacement or give you a full refund, and in most cases you won't need to send the item back.

Refunds

Once your return has arrived and been checked, or your claim has been approved, we will email you to confirm. Approved refunds go back to your original payment method within 5 to 10 business days. Your bank or card provider may take a few extra days to show it.

Exchanges

Ordered the wrong size or colour? Email us within 30 days of delivery and we will help you exchange it for the right one.

Cancellations

Orders are dispatched within 1 to 2 business days, so we can only cancel an order before it ships. Email us as soon as possible if you need to cancel. Once an order has shipped, it falls under the return process above.

Lost or delayed parcels

If your tracking hasn't updated for 10 business days, or your order hasn't arrived 30 business days after dispatch, contact us and we will reship it or refund you.

Questions

Email fridaynsiadu@outlook.com and we will get back to you.