Refund policy
Returns & Refunds
At Deluxe Pet Co, we curate products from a select network of independent makers across the UK and Europe. Each partner maintains their own return terms, which we've extended and unified wherever possible to give you confidence in every purchase.
The details below outline our returns process and what you can expect from each of our partner brands.
Our Extended Returns Guarantee
We've worked with our partners to offer 30 days (longer than many of our makers' standard policies). Returns are straightforward, and we'll guide you through the process if needed.
Returns by Brand
Return terms vary slightly by maker due to product type, materials, and production methods. Here's what applies to each:
Cub & Grey (English Leather Goods)
- Return window: 30 days from delivery (extended from maker's standard 28 days)
- Condition: Items must be unused, with original tags and packaging intact
- Return postage: Customer responsible (UK address provided)
- Refund timeframe: Within 10 business days of receiving your return
Not returnable:
- Personalised items (custom-made to your specifications)
- Leather care products (perishable goods)
- Items showing signs of wear or use
- Sale items (unless faulty)
Wirksworth Pottery (English Ceramics)
- Return window: 30 days from delivery
- Condition: Items must be unused, with original tags and packaging intact
- Return postage: FREE (we provide a prepaid return label)
- Refund timeframe: Within 14 business days of receiving your return
Not returnable:
- Personalised or custom-ordered items
MiaCara (German Pet Furniture)
MiaCara items ship direct from Germany and are produced to order. Because these products come into contact with pets, they are classified as hygiene items under the Consumer Contracts Regulations 2013. Once unwrapped or assembled, they cannot be returned for change of mind.
If your item is still in its original, unopened condition when you contact us, please get in touch within 30 days of delivery. You will be responsible for arranging return shipping to our UK address at your own cost.
We accept returns for items with a genuine manufacturing defect or damage in transit, reported with photographs within 30 days of delivery.
We strongly encourage you to contact us before ordering. We can provide detailed measurements, fabric samples, and additional photos to help you choose with confidence.
Oonalfie (English Rope Collars and Leads)
- Return window: 30 days from delivery
- Condition: Items must be unused, unwashed, with original tags and packaging intact
- Return postage: Customer responsible (UK address provided)
- Refund timeframe: Within 10 business days of receiving your return
Not returnable:
- Bespoke or custom-sized items (made to your measurements)
- Items that have been used, washed, or show signs of wear
- Sale items (unless faulty)
Lifetime guarantee: All Oonalfie leads carry a lifetime guarantee against rope or hardware failure (not caused by dog teeth or misuse).
Cat’s Atelier (Polish Cat Furniture)
Handmade cat furniture from Poland with premium materials and construction:
- Return window: 30 days from delivery (items must be unused and in original packaging)
- Opened or assembled items: Cannot be returned (hygiene and resale regulations)
- Quality issues or defects: 30 days to report with photos (full refund or replacement)
- Return postage: Customer responsible
Warranty:
- Cat shelves: 5-year warranty on frame and mounting hardware
- Cat houses: 2-year warranty on frame and structural components
- Cushions, covers, fabric panels: Not covered by warranty (consumable wear items)
Before ordering: As items are handmade to order with your chosen fabric and finish, they may not be eligible for return once production has started. Contact us if you have questions about sizing or materials.
How to Start a Return
- Contact us within the return window: Email support@deluxepetco.co.uk with your order number, the item(s) you wish to return, and reason for return.
- Receive return instructions: We'll respond within 24 hours with a return address and any additional steps. (Wirksworth returns include a free prepaid label.)
- Pack securely: Use original packaging where possible. Include all tags, accessories, and documentation.
- Send your return: Ship via a tracked service and retain your proof of postage.
- Refund issued: Once we receive and inspect your return, we'll process your refund to the original payment method within the timeframes listed above.
Please note: Returns sent without prior authorisation may be refused or delayed.
Damaged, Defective, or Incorrect Items
All our partners stand behind their craftsmanship. If you receive an item that is damaged in transit, defective, or incorrect:
- Report within 48 hours of delivery
- Email photos to support@deluxepetco.co.uk showing the issue
- We'll arrange a replacement or full refund (including original postage costs)
- Return postage will be covered by us for all defective items
This applies to all brands, including MiaCara (quality issues are always covered).
Exchanges
We don't currently offer direct exchanges. If you need a different size, colour, or product:
- Return the original item following the process above
- Place a new order for your preferred item
This ensures you receive your new item as quickly as possible without waiting for the return to arrive.
Non-Returnable Items (All Brands)
- Gift cards
- Personalised or custom-made items
- Final sale or clearance items (unless faulty)
- Items showing signs of use, wear, or damage caused by the customer
- Perishable goods (leather balm, treats, etc.)
Refund Method
All refunds are issued to your original payment method. Depending on your bank or card provider, it may take 3-5 business days for the refund to appear in your account after we've processed it.
Questions?
If you're unsure whether an item is returnable, need sizing advice before ordering, or have any concerns about the returns process, please contact us at support@deluxepetco.co.uk or call 020 3026 5195.
We're here to ensure you choose the right product and have complete confidence in your purchase.