Refund policy

Last updated: 28 August 2026

We want you to be happy with your order. This policy explains your rights and how returns work.

1. Your 14-day right to cancel

As a UK consumer, you can cancel your order for any reason within 14 days of receiving it, under the Consumer Contracts Regulations 2013. To cancel, email hello@scarperpets.com with your order number. You then have a further 14 days to send the item back.

2. Condition of returned items

Items must be returned unused, undamaged, and in their original packaging where possible. We may make a deduction if an item's value has been reduced by handling beyond what's needed to check it works.

3. Return shipping costs

Unless the item is faulty or not as described, you are responsible for the cost of returning it. We recommend using a tracked service, as we can't refund items lost in transit back to us.

4. Refunds

Once we receive and inspect your returned item, we'll process your refund to your original payment method within 14 days. Original delivery charges are refunded only when the return is due to our error or a faulty item.

For lower-value items, we may occasionally issue your refund straight away without asking you to send the item back — we'll always tell you clearly if that's the case, and it doesn't affect your right to a full refund.

5. Faulty or damaged items

If an item arrives faulty, damaged, or significantly not as described, contact us at hello@scarperpets.com with photos within 48 hours of delivery. We'll arrange a replacement or full refund, including return shipping, at no cost to you.

6. Non-returnable items

For hygiene reasons, items that have been used or fitted directly on a pet (e.g. worn accessories) may not be eligible for return unless faulty. This will be made clear on the relevant product page if it applies.

7. How to start a return

Email hello@scarperpets.com with your order number and reason for return, and we'll confirm the next steps and address to send it to.