Refund policy
We hope you’re happy with everything you order from Nose & Whisker. If something isn’t quite right, please contact us and we’ll be happy to help.
Changing your mind
If you purchase from us online, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.
To exercise your right to cancel, please contact us within 14 days of receiving your order. Once you have notified us, you then have a further 14 days to return the goods.
Please contact us before returning anything. We will provide the appropriate return address and return instructions for your order. Please do not send returns without contacting us first.
Items should be returned unused and, where possible, in their original packaging. You may inspect an item as you would reasonably be able to in a shop, but we may make a deduction from the refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics and functioning.
Unless the item is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning it to us.
Refunds
Once your return has been received, we will process your refund as soon as possible and no later than 14 days after receiving the returned goods.
Where applicable, we will also refund the cost of our standard delivery service. If you selected a more expensive delivery option, any additional amount above the cost of our standard delivery service will not be refunded.
Refunds will normally be made to the original payment method.
Faulty, damaged or incorrect items
If an item arrives damaged, is faulty, is not as described or you receive the wrong item, please contact us as soon as possible with your order details and, where appropriate, photographs showing the issue.
We will advise you on the next steps and arrange an appropriate solution in accordance with your statutory rights. Where goods are faulty, damaged or incorrectly supplied, you will not be required to bear the reasonable cost of returning them.
Items that cannot be returned
Some products may be excluded from the right to cancel where permitted by law. This can include perishable goods and sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken.
This does not affect your statutory rights where an item is faulty, damaged or not as described.
How to arrange a return
Please contact Nose & Whisker before sending any item back to us, quoting your order number and the item you wish to return.
We will then provide the appropriate return address and instructions.
Do not return products to an address shown on packaging, an invoice or elsewhere unless we have confirmed that address to you for the return.
