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. Like every product we sell, MiaCara items are covered by your 14-day cancellation right (see "Your Right to Cancel" below) as well as our 30-day returns guarantee. If an item has already been assembled or used beyond what is reasonably needed to check it over, we may deduct an amount from your refund that reflects that use, in line with the Consumer Contracts Regulations 2013 - we do not refuse the refund outright.
To keep any deduction as small as possible, get in touch before you assemble the item if you think you might want to return it, and return it in its original packaging where you can. Please contact us 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: Still covered by your 14-day cancellation right (see "Your Right to Cancel" below) - if handling goes beyond what's needed to check the item over, we may deduct an amount reflecting that from your refund
- 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.
Your Right to Cancel
If you are buying from us as a consumer, you can cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not need to give a reason. This is separate from, and in addition to, our 30 day returns guarantee above.
How long you have: from the moment you place the order until 14 days after the day the goods come into your possession. If your order arrives in several parcels, the 14 days run from the day the last one arrives.
How to cancel: email support@deluxepetco.co.uk or call 020 3026 5195. Any clear statement that you want to cancel is enough. You can use the model cancellation form set out in the Regulations if you prefer, but you do not have to.
Sending the goods back: send them back within 14 days of telling us you are cancelling. You pay the cost of returning them, except where we have said we cover it for that brand or the item is faulty. Personalised or custom-made items, gift cards and perishable goods are not covered by this cancellation right, as set out under Non-Returnable Items below.
Your refund: we refund the price plus the standard delivery charge you paid, within 14 days of receiving the goods back or of you proving you have sent them. If you have handled the goods more than you would in a shop and their value has fallen as a result, we may deduct that amount.
Items returned soiled, infested or contaminated: we will still process your cancellation. What changes is the amount, because the deduction above reflects what the item is worth when it reaches us. Where an item comes back soiled, stained, or carrying fleas or other parasites, and cannot be cleaned and resold as a result, that deduction can be the full price of the item. If you know an item has been soiled, please tell us when you contact us rather than sending it back unannounced, so we can agree what happens before you pay for postage.
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.
Refused, Unclaimed and Customs-Unpaid Deliveries
Sometimes an order cannot be delivered. It may be refused at the door, not collected from the courier or the depot, or returned to sender because charges requested by the courier or by customs were not paid. If that happens and the goods come back to us or to our maker, we treat the order as cancelled and refund you. Here is exactly how we work the amount out.
What we always refund
- The price of the goods: refunded in full.
- The delivery charge you paid us: refunded. If you chose an upgraded or faster delivery than our standard option for that item, we refund up to the cost of the standard option.
What we may deduct
- The cost of bringing the goods back: if the courier charges us or our maker a fee to return the parcel, we may deduct that amount. We deduct only what we are actually charged, we will send you a copy of the charge on request, and we never add a handling, admin or restocking fee of our own.
- Loss in value: if the goods come back damaged or incomplete because of the way they were handled, we may deduct the amount by which their value has fallen.
When we deduct nothing at all
- The charge requested at the door was raised in error, including where UK VAT had already been paid at our checkout.
- We did not tell you before you ordered that a charge would be payable on delivery.
- The goods were faulty, damaged in transit, or not what you ordered.
- The delivery failed for a reason within our control or our maker's control.
When you get your money back: within 14 days of the goods reaching us or our maker, or of you giving us proof that you sent them back, whichever happens first.
If you would prefer re-delivery rather than a refund, tell us as soon as you can. Where the maker can send the item out again, a new delivery charge applies to the new shipment, and any charges due on delivery will still be payable at that point.
For items dispatched from our European makers, any charges requested by the courier on delivery are set by the courier and UK authorities, are payable by the recipient, and are not collected by Deluxe Pet Co. See our Shipping Policy for details.
This section sets out how we apply your legal rights. It does not reduce them. You can cancel a distance sale under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 by telling us in any clear way, and where you do, we refund the price and the standard delivery charge and make only the deductions those Regulations allow. Nothing here affects your rights under the Consumer Rights Act 2015 if goods are faulty or not as described.
These terms apply to orders placed on or after 15 August 2026. For earlier orders we apply the terms that were published when you ordered, or these terms if they leave you better off.
Non-Returnable Items (All Brands)
These items fall outside both our 30 day returns guarantee and the 14 day cancellation right:
- Gift cards
- Personalised or custom-made items
- Perishable goods (leather balm, treats, etc.)
Two further categories are outside our 30 day returns guarantee, but your legal rights still apply to them in full:
- Final sale and clearance items: your 14 day cancellation right applies as normal, as do your rights if the item turns out to be faulty.
- Items showing signs of use, wear, or damage caused by the customer: within the 14 day cancellation period these can still be returned, with a deduction reflecting the reduced value, as set out under Your Right to Cancel above.
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.