Return & Refund Policy

Returns

We want you and your pet to be completely satisfied with your purchase. If you are not happy with your order, you may return eligible items within 30 days of receiving them.

To be eligible for a return, items must:

• Be in reasonable condition
• Be returned with original packaging where possible
• Not be excessively used or damaged

The following items cannot be returned for hygiene and safety reasons:

• Opened food or treats
• Personalised or custom-made products
• Items marked as final sale

Your Right to Cancel

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods for a full refund.

To exercise your right to cancel, please contact us by email within the 14-day period.

How to Start a Return

To initiate a return, please contact us at:

gripball.uk@yahoo.com

Please include:

• Your order number
• The reason for the return
• Photos if the item is damaged or faulty

We will respond with return instructions within 2 business days.

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

Refunds

Once we receive and inspect your returned item, we will notify you by email regarding the approval of your refund.

Approved refunds will be processed to your original payment method within 5–10 business days.

Original shipping charges are non-refundable unless the return is due to our error.

Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery at:

gripball.uk@yahoo.com

Please include photos of the issue so we can resolve it quickly.

We will offer a replacement, refund, or appropriate solution at no additional cost to you.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original item and place a new order.

Contact Us

If you have any questions about this policy, please contact us at:

gripball.uk@yahoo.com