Return Policy

ADORABLE & CHARMING RETURNS POLICY

We want you and your beloved pet to be completely happy with your purchase from Adorable & Charming. If for any reason you are not satisfied, we offer a straightforward returns process in line with UK consumer rights.

Our Returns Promise

You have up to 30 days from the date you received your item to request a return or exchange.

To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it.

  • In its original packaging with all tags, labels, and documentation intact.

  • In a resalable condition.

Items Exempt from Returns (Unless Faulty)

For hygiene and safety reasons, the following items are generally non-returnable once opened or used, unless they are faulty, damaged, or you received the wrong item:

  • Perishable goods, such as food, treats, and frozen products.

  • Intimate or sanitary goods (e.g., dog diapers, opened cat litter).

  • Health, medicinal, or personal care items (e.g., opened supplements, flea/tick treatments).

  • Sale or clearance items (unless faulty).

  • Custom or personalised products.

How to Start a Return

  1. Contact Us: Please email us first at customerservice@adorablecharming.co.uk with your order number and the reason for the return.

  2. Wait for Approval: Our team will review your request and send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Sending Your Item Back

  • Please securely package your approved return to prevent damage in transit.

  • You will be responsible for paying for your own shipping costs for returning your item unless the return is due to an error on our part (e.g., faulty, damaged, or wrong item).

  • We strongly recommend using a tracked shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Return Shipping Address:

Please address all returns to: Adorable & Charming Returns 35 Barnfield Slough, SL1 5JN United Kingdom

Refunds

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

If approved:

  • Your refund will be processed to your original method of payment.

  • Returns take up to 14 days to be processed from the date we receive the returned item. Please note that banks or credit card companies may take additional time (typically 5-10 business days) to post the credit to your account.

  • If you are approved for a refund, and the return was not due to a fault or error, the cost of the original shipping (if applicable) and/or return shipping may be deducted from your refund.

Damaged, Faulty, or Incorrect Items

Please inspect your order immediately upon reception. If an item is defective, damaged, or if you receive the wrong item, please contact us immediately with photos so that we can evaluate the issue and make it right with a replacement or full refund, including original and return shipping costs.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please follow the returns process above. For an exchange of a non-defective item (e.g., wrong size), we recommend returning the original item for a refund and placing a new order for the correct item.

This returns policy is in addition to your statutory rights under UK law.