Refund policy

We want you to be happy with what you've bought. Here's how returns, refunds, and our guarantee work.

Your right to cancel — If you're a UK consumer, you have a legal right to cancel your order within 14 days of receiving it, without giving a reason. To cancel, email support@fell.pet within that window, then return the item to us. You have a further 14 days from telling us to send the item back. Once we receive the returned item, we'll refund you within 14 days, using the same payment method you used to pay. Items should be returned unused, in their original packaging, and in a condition suitable for resale. You are responsible for return postage costs unless the item is faulty or not as described.

Faulty or damaged items — If something arrives faulty, damaged, or not as described, contact support@fell.pet with photos and your order number, and we'll arrange a replacement, repair, or refund at no cost to you. This is in addition to your statutory rights under the Consumer Rights Act 2015.

Our 3-year guarantee — Every FELL piece is covered by a 3-year guarantee against manufacturing defects, from the date of purchase. If something fails due to a fault in materials or workmanship within that time, email support@fell.pet with photos and details, and we'll repair or replace it. This guarantee doesn't cover normal wear and tear, accidental damage, or misuse.

How to start a return — Email support@fell.pet with your order number and the reason for your return.