Returns & Refund Policy – The Puppy Guru

Last updated: 30 October 2026

At The Puppy Guru, we want you and your four-legged friends to be happy with every purchase! If something isn't quite right, we're here to help.

1. Change-of-Mind Returns

If you purchase from our online shop, you generally have the right to cancel your order within 14 days of receiving your goods, unless a legal exemption applies.

To exercise this right, please email abie@thepuppyguru.co.uk within 14 days of receiving your order.

You then have a further 14 days to return the goods.

For toys, accessories and other eligible products, please return items unused, with their original packaging where possible. You may inspect items as you would in a shop, but refunds may be reduced if items have been handled beyond what is necessary to establish their nature, characteristics and functioning.

For change-of-mind returns, customers are responsible for the cost of return postage.

2. Natural Treats, Chews & Food Products

Due to the nature of our products, some food items may be exempt from the statutory right to cancel, including products that are liable to deteriorate or expire rapidly.

Sealed products that are unsuitable for return for health protection or hygiene reasons may also be exempt once their seal has been broken after delivery.

These exemptions do not automatically apply to every dog treat or chew.

Where a product is eligible for cancellation, the standard 14-day cancellation rights apply.

If you're unsure whether a product can be returned, please contact us.

3. Mystery Boxes

Our Mystery Munch Boxes contain a surprise selection of products, as described in the product listing.

The mystery nature of the contents does not remove your statutory cancellation rights.

Returns and cancellations are handled according to the types of products included and any applicable legal exemptions.

4. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, incorrect or not as described, please contact us at abie@thepuppyguru.co.uk as soon as possible.

Where helpful, please include your order number and photographs of the issue.

We will work with you to arrange an appropriate remedy in accordance with your statutory consumer rights.

Where goods are faulty or not as described, we will cover reasonable return costs where a return is required.

5. Refunds

For eligible cancellations, we will refund the price of the returned goods and the original standard delivery charge where required by law.

Additional charges for premium or express delivery are not refundable beyond the standard delivery cost.

Refunds will be made to your original payment method within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

If your order has not yet been dispatched, we will process an eligible cancellation refund within 14 days of being informed of your decision to cancel.

6. Exchanges

If you would like to exchange an item, please contact us before returning it.

Exchanges are subject to stock availability and your statutory rights.

7. How to Contact Us

The Puppy Guru

Email: abie@thepuppyguru.co.uk

Website: www.thepuppyguru.co.uk

Please contact us before returning goods so we can provide the correct return instructions and address.

8. Your Statutory Rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013 or other applicable consumer protection legislation.