Refund policy

Returns & Refunds Policy

Thank you for shopping at BeyondHugs. We want you and your furry friends to be 100% happy with your purchase.

1. 14-Day Cooling Off Period

Under the UK Consumer Rights Act, you have the right to change your mind and return your items within 14 days of receiving them.

• To be eligible, items must be unused, in the same condition you received them, and in their original packaging.

• Hygiene Note: For health and safety reasons, we cannot accept returns on items that have been used by a pet (e.g., used beds, opened treats, or chewed toys) unless they are faulty.

2. How to Start a Return

To begin a return, please contact us at info@beyondhugs.com.

• Please include your order number and the reason for the return.

• Once approved, we will provide you with the return shipping address. Please do not send items back to the manufacturer address on the box.

3. Damaged or Faulty Items

If an item arrives damaged or is technically faulty, please notify us within 48 hours of delivery.

• We will require a photo or video of the fault to process a free replacement or a full refund.

• For faulty items, we will cover the cost of the return shipping.

4. Return Shipping Costs

• If you are returning an item because you changed your mind (non-faulty), you will be responsible for paying the return shipping costs.

• We recommend using a trackable shipping service (like Royal Mail Tracked) as we cannot guarantee that we will receive your returned item.

5. Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

• If approved, your refund will be processed to your original method of payment within 5-7 business days.