Returns & Refunds Policy

Parky Pup · Kit for parky days. Last updated: 25 October 2026

This policy explains how to cancel an order, return or exchange something and get a refund. It doesn't affect your legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015 — it adds to them.

Start with our returns form at parkypup.com/returns, or email hello@parkypup.com with your order number. We reply within 1 working day (Mon–Fri, UK time). Please don't post anything back until we've replied: we'll tell you exactly what to do, and we'll never ask you to post an item outside the UK at your own cost.

1. Changed your mind? (14-day right to cancel)

Changed your mind? You can cancel within 14 days of receiving your order (the last parcel, if it came in several), then you have a further 14 days to send it back. You pay for return postage unless the item is faulty or not what you ordered. We'll never ask you to post an item outside the UK at your own cost. We'll either email you a free drop-off code for a UK post office or locker, or refund you without needing the item back. We refund the price and our standard delivery charge within 14 days of getting the item back, or of you telling us you've cancelled if we don't need it back. If an item has been used more than you'd need to check it, we may reduce the refund to reflect that.

• No reason is needed. To cancel, use our returns form, email hello@parkypup.com with your order number and the items, or use the model cancellation form at the end of this policy. Any clear statement is fine.
• We refund the original standard delivery charge when you cancel the whole order.
• Condition: you can handle items the way you would in a shop — for example, trying a coat or harness on your dog briefly to check the fit. If an item has been worn on walks, washed, chewed or had its tags removed, we may reduce your refund to reflect the loss in value, as the law allows.
• Items we can't take back for change of mind: items sealed for hygiene reasons (for example, grooming tools or chew toys in sealed packaging) once the seal has been broken, and anything made to your personal specification. This doesn't affect your rights if an item is faulty.

2. Wrong size?

If a coat, jumper, vest, robe or harness doesn't fit, tell us within 14 days of delivery using our returns form and we'll send the other size free. One exchange per order. Your replacement ships from our partner warehouse and usually arrives in 6–12 working days. If you'd rather have a refund instead, our normal 14-day cancellation rights apply.

3. Faulty, damaged or wrong item?

Faulty, damaged or wrong item? Send us a photo within 30 days of delivery and choose a full refund or a replacement; you won't need to post it back. After 30 days (and up to 6 months) we'll repair or replace it, or refund you if we can't. This doesn't affect your statutory rights under the Consumer Rights Act 2015.

• Use our returns form or email hello@parkypup.com with your order number, a short description and a photo.
• If we ever do need a faulty item back, we pay the return costs.

Under the Consumer Rights Act 2015, what you buy must be of satisfactory quality, fit for purpose and as described. Your statutory rights last for up to six years in England, Wales and Northern Ireland (five years from discovery in Scotland), and nothing in this policy limits them.

4. Extended Christmas returns

Buying presents early? Items bought between 1 November and 24 December 2026 can be returned until 15 January 2027. Just tell us by 15 January and send the item back within 14 days of telling us. Everything in section 1 applies, including who pays return postage. This is an extra on top of your legal rights, not instead of them.

5. How to return or exchange something

1. Fill in our returns form at parkypup.com/returns (or email hello@parkypup.com) with your order number, the item, and whether it's a change of mind, wrong size, fault or wrong item. A photo helps for anything faulty or wrong.
2. We reply within 1 working day (Mon–Fri, UK time). Depending on your order, we'll either email you a free drop-off code for a UK post office or parcel locker, or tell you that you can keep the item and refund you without needing it back. We'll never ask you to post an item outside the UK at your own cost.
3. If we send a drop-off code, pack the item securely with its tags and packaging and drop it off within 7 days. Keep your receipt.
4. We'll confirm by email when your refund or replacement is on its way.

6. Refund timing

Refunds go back to your original payment method within 14 days, as described above, with no fee. Your bank or card provider may take a few extra working days to show it on your statement.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract. You can copy it into an email to hello@parkypup.com. Please send the form by email; don't post goods to the address below. We'll never ask you to send an item abroad.)

To: Leonardo Sanches de Almeida Ventura, trading as Parky Pup, Avenida Guilherme Giorgi 928, Apto 131B, São Paulo, SP, 03422-000, Brazil, hello@parkypup.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*] / received on [*]:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.

Questions? Email hello@parkypup.com. We reply within 1 working day (Mon–Fri, UK time).