Refund policy

Return & Refund Policy

Last updated: June 2026
Contact: support@kindsnout.com

We want you and your pet to be completely satisfied with your purchase. If you need to return an item, please review our guidelines below. Our policy is fully compliant with the UK Consumer Rights Act 2015 and Consumer Contracts Regulations.

1. 30-Day Happiness Guarantee & Return Window

To give you peace of mind, we offer an extended 30-day return and cancellation window (including our 30-Day Happiness Guarantee), which starts the day after you receive your goods. This exceeds the UK statutory minimum of 14 days, reflecting our commitment to your absolute satisfaction. If 30 days have passed since your delivery, unfortunately, we cannot offer you a refund.

2. Exchanges

We do not offer direct exchanges. If you require a different size or colour, please return the original item for a refund and place a new order through our store.

3. How to Start a Return (RMA Process)

  • Email Us Within 30 Days: Contact us at support@kindsnout.com with your order number and the item(s) you wish to return. Providing a reason is optional but highly appreciated as it helps us improve.
  • Receive Authorisation & Address: We will respond within 1–2 business days with a Return Merchandise Authorisation (RMA) number and the full address of our UK warehouse. Unauthorised returns without an RMA number cannot be accepted by our warehouse staff.
  • Post Your Item Back: Return the parcel to our UK facility as instructed. Please ensure you keep your proof of postage and tracking number until your refund has been fully processed.

4. Condition of Returned Goods

For "change-of-mind" returns, items must be returned in a resalable condition:

  • Unused, unwashed, and in its original condition.
  • Completely free from pet hair, odours, stains, or any signs of damage.
  • Complete with all original packaging, accessories, labels, and box inserts.

If your handling of the goods goes beyond what is reasonably necessary to inspect them (e.g., if the grooming tool is covered in pet fur or the packaging is destroyed), we reserve the right to deduct an amount from your refund to cover the loss in value, up to 100% of the purchase price.

5. Hygiene & Safety Policy

For health and hygiene reasons, certain grooming tools and accessories that come into direct contact with pet skin or bodily fluids may be delivered with a single-use hygiene seal.

  • For a change-of-mind return, this hygiene seal must not be broken or tampered with.
  • If the seal is broken or removed, we are unable to accept the return unless the item is found to be structurally faulty.
  • This restriction does not apply if the item you received was incorrect, damaged, or defective upon arrival.

6. Return Postage Costs

  • Change-of-Mind Returns (Buyer Pays): You are responsible for the cost of returning the goods to our UK warehouse. We strongly recommend using a trackable shipping service (such as Royal Mail Tracked) or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible for items lost in transit.
  • Faulty, Damaged, or Incorrect Items: We will cover the full cost of return postage. We will provide a prepaid UK return shipping label or fully reimburse your postage costs upon receipt and inspection of the item.
  • Original Shipping Fee: For full order cancellations within the return window, we will refund your initial standard delivery charge. Please note that if you originally chose an expedited shipping option (such as Next Day Delivery), only the cost of standard shipping will be refunded.

7. Refund Processing

Once we receive and inspect your returned item at our UK facility, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed and automatically applied to your original payment method within 5 business days. Please note that it may take an additional 3–5 working days for your bank or credit card issuer to post the refund to your account.

8. Faulty Goods & Your Statutory Rights

If your product is found to be faulty or defective within 30 days of receipt, you are entitled to an immediate full refund, repair, or replacement under the UK Consumer Rights Act 2015. Nothing in this policy is intended to affect your statutory legal rights.

9. Return Address

To start your return, please contact our customer care team first to receive your Return Merchandise Authorisation (RMA) number. Once authorised, please ship your return to our UK handling facility:

KINDSNOUT Returns Department
RMA #: [Your RMA Number]
Unit 3a, Merlin Park, Wood Lane
Birmingham, B24 9QL
United Kingdom

IMPORTANT: Please do not send your package back without obtaining an RMA number first. Our UK fulfillment warehouse handles thousands of parcels daily and cannot process unidentified packages, which may delay or prevent your refund.

10. Model Cancellation Form (Optional)

You may use this form to notify us of a cancellation. Simply copy, paste, and email it to us.

To: support@kindsnout.com
Subject: Order Cancellation Request

Order Number:
Customer Name:
Item(s) to Return:
Date Received:
Date of Request: