Refund policy
We want you and your dog to love what you’ve ordered. Orders on this site are sold by Mutneys Professional Pet Care Ltd (“Mutneys”), who handle all returns and refunds for UK customers. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Changed your mind? 14-day right to cancel
If you’re a consumer, you can cancel your order for any reason within 14 days of the day you receive it. Tell Mutneys you want to cancel (email is easiest), then return the goods within a further 14 days.
- Items must be unused, unopened and in their original packaging. For hygiene reasons, shampoos, conditioners, sprays and colognes that have been opened or used cannot be returned unless they are faulty.
- You are responsible for the cost of returning items unless they are faulty or were sent in error. Mutneys can supply a pre-paid returns label and deduct the cost (up to £10) from your refund if you prefer.
- Refunds cover the price of the goods and standard outbound delivery, and are paid to your original payment method within 14 days of Mutneys receiving the goods (or proof of return).
- A deduction may be made if goods are returned in a condition that reduces their value.
Faulty, damaged or incorrect items
If an item arrives damaged, is faulty or isn’t what you ordered, contact Mutneys within 30 days of delivery with your order number and a photo. They will arrange a replacement, repair or full refund — including any return postage. After 30 days, faulty items are repaired or replaced in line with your statutory rights.
Grooming tools and clippers are also covered by their manufacturer warranties (for example the Airlie clipper’s 5-year warranty). Warranty claims are handled through Mutneys; proof of purchase is required, and warranties don’t cover misuse, consumable parts such as blades and cables, or items altered or repaired by unauthorised persons.
Subscription orders
Subscribe & Save deliveries can be skipped, paused or cancelled from your account at any time before the next renewal. Each delivery is covered by the same return rights as a one-off order.
How to start a return
Email sales@mutneys.com with your order number and the item(s) you’d like to return, or call 0808 109 7492 (international +44 1948 841470). Returns address: Mutneys Professional Pet Care Ltd, Rosehill Industrial Estate, Stoke Heath, Market Drayton, Shropshire TF9 2JU.
Product or grooming questions?
If a product isn’t working the way you hoped — the wrong range for your dog’s coat, dilution, technique — talk to the Melanie Newman team first via our Contact page. We’d much rather help you get the result than have you return it.