Refund Policy
We want you and your pet to be happy with everything you buy from Yipp. If something isn't right, here's how it works.
30-day returns
You have 30 days from the day your order arrives to request a return.
To be eligible, the item must be unused, in the same condition you received it, and in its original packaging. You'll need your order number or proof of purchase.
Your right to cancel (UK & EU customers)
If you are in the UK or the EU, you have a statutory right to cancel your order within 14 days of receiving it, for any reason, without having to give one. You then have a further 14 days to send the goods back to us. We will refund you within 14 days of receiving the goods back, or of you providing proof that you have sent them.
This right is in addition to the 30-day policy above, not instead of it. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or equivalent consumer law where you live.
Faulty, damaged or incorrect items
Please check your order when it arrives. If an item is faulty, damaged, or not what you ordered, email us with photos and your order number as soon as you can, ideally within 48 hours of delivery, so we can raise it with our shipping partner while the claim window is still open.
We will send a replacement or issue a full refund, including any shipping you paid, whichever you prefer. In most cases you will not need to send the item back to us.
Under the Consumer Rights Act 2015, if goods are faulty you have 30 days from delivery to reject them for a full refund. Contacting us later than 48 hours does not affect that right.
How to start a return
Email us at [YOUR CONTACT EMAIL] with your order number and a description of the issue. We will reply within 2 business days with return instructions and a return address.
Please do not send items back before contacting us. Parcels returned without prior arrangement cannot be processed or refunded.
Return shipping costs
- Faulty, damaged or incorrect items: we cover the cost of return shipping.
- Change of mind: you cover the cost of return shipping.
- Where you cancel under the 14-day statutory right, we refund the standard delivery cost you originally paid. Upgraded or express delivery charges are refunded only up to the cost of our standard option.
Items we cannot accept back
- Items requested for return more than 30 days after delivery
- Items that have been used, washed, or damaged after delivery
- Items missing their original packaging or labels
- Gift cards
Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order for the item you want.
Refunds
Once we have received and inspected your return, we will email you to confirm. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take a further 3 to 10 days to post the funds to your account.
If more than 15 business days have passed since we confirmed your refund and you still have not received it, please contact us.
Orders that are late or have not arrived
Our products ship from overseas partner warehouses, so delivery usually takes [X to Y] business days depending on your location. Tracking is provided on every order.
If your order has not arrived within 30 days of purchase, contact us and we will trace it, send a replacement, or refund you in full.
Contact us
Email: [YOUR CONTACT EMAIL]
Address: [YOUR TRADING ADDRESS]
Yipp is a trading name operating from the United Kingdom. Prices are shown in US dollars.