Last updated: 11 October 2026
We refund eligible payments to the original payment method. Checkout is currently closed; no payment is taken for joining the launch list or expressing subscription interest.
Refunding a cancelled order
For a valid online cancellation, we refund without undue delay and no later than 14 calendar days after receiving the returned goods or evidence you have sent them back, whichever comes first. Where no goods were supplied, the applicable refund period runs from notification of cancellation. We may withhold a cancellation refund until goods or evidence of return are received where the law permits.
Our aim is to process approved returns within 10 working days, but the statutory deadline above takes priority. We will confirm the outcome by email. Your bank may take additional time to display the credit.
Delivery charges and deductions
When you cancel the whole eligible order, we refund the cost of our least expensive standard outbound delivery option. Any extra you paid for an upgraded service is not refundable under the statutory cancellation right. For partial returns, delivery charges are refunded where required by law. We do not charge an administration fee for a statutory refund.
We may make a lawful diminished-value deduction for handling beyond what was necessary to examine the goods, where permitted and where the required information was provided. Change-of-mind return postage is your responsibility; reasonable faulty-goods return costs are ours.
Faulty goods, wrong items and missing deliveries
Refunds for an accepted statutory rejection of faulty goods are made without undue delay and within 14 days after we agree you are entitled to one, using the same payment method unless you expressly agree otherwise. We will not impose store credit instead of a refund you are legally entitled to. Read the Return policy for your product rights and the Shipping policy for delivery issues.
Discounts and free rewards
A refund reflects the amount actually paid for the returned items, including the applicable discount allocation; it does not pay out the face value of a discount or a free gift. A personal welcome code remains single use and is not reissued after a return. Your statutory cancellation and faulty-product rights remain unchanged.
Missing refund?
Check your original payment account and contact info@naughtypets.co.uk with your order reference if a confirmed refund has not appeared. The ITSY Pets source guidance suggests contacting support after 15 working days; you can contact us sooner, and that guidance does not extend a legal refund deadline.