Refund Policy
Returns & Refunds
We want you to feel comfortable choosing something for your pet. If the fit isn’t right or your purchase isn’t what you expected, you can request a return within 30 days of receiving your order.
Our 30-Day Return Policy
To qualify for our voluntary 30-day return policy, items must be in like-new condition, with all original tags attached and in their original packaging.
If your order arrives in separate deliveries, the 30-day return request period begins when you receive the last item in your order.
You may briefly check the fit with your pet, but please avoid everyday use before deciding whether to keep the item. Returned items must be clean, free of pet hair and odors, and show no signs of wear or damage caused by use.
You will also need your order number or another proof of purchase.
These conditions apply to our voluntary return policy. They do not limit your statutory cancellation rights or your rights concerning faulty, damaged, or incorrectly supplied goods.
How to Request a Return
Email support@ownpacestudio.com within 30 days of delivery with your order number and the item you would like to return.
Letting us know the reason helps us assist you, although no reason is required when exercising a statutory cancellation right.
For returns under our voluntary policy, please send your item within 14 days of our return confirmation.
Keep your proof of postage. We recommend using a tracked shipping service and sharing the tracking number with us when available.
For UK statutory cancellations, the separate deadlines below apply. You do not need to wait for our approval to exercise your right to cancel.
Return Method & Address
Returns are accepted by mail only. We do not offer in-store returns.
After you submit your return request, we will email you the correct return address and mailing instructions.
Please send your return only to the address provided in our return instructions email. The address on your original parcel or shipping label may not be the correct return address.
If you have not received your return instructions, please contact support@ownpacestudio.com before mailing your package.
Return Shipping Costs
If you change your mind, choose the wrong size, or find that an item is unsuitable for your pet, you are responsible for return shipping costs.
Original delivery charges are not refundable under our voluntary return policy, except where required by law, including qualifying UK statutory cancellations described below.
If an item arrives damaged, faulty, or incorrect, we will cover the necessary return shipping and any shipping costs for an agreed replacement. We will provide a prepaid return label or arrange another return method at our expense.
Restocking Fees
We do not charge a restocking fee for eligible returns.
If an item does not meet the conditions of our voluntary return policy, we will explain the issue and the proposed resolution by email. Any refusal or reduction of a refund will be subject to applicable law.
Where a deduction for diminished value is legally permitted, we will explain the reason and the amount. This is not a restocking fee and does not limit your rights concerning faulty, damaged, or incorrectly supplied goods.
Damaged, Faulty, or Incorrect Items
Please check your order when it arrives. If anything is damaged, faulty, or different from what you ordered, email support@ownpacestudio.com as soon as reasonably possible.
Please include:
- Your order number.
- A description of the issue.
- Photos of the item and packaging, where possible.
Photos can help us review and resolve the issue more quickly.
We’ll work with you to arrange an appropriate remedy, such as a refund or replacement, in line with your applicable rights.
Our voluntary 30-day return window does not limit your statutory rights concerning faulty, damaged, misdescribed, or incorrectly supplied goods.
Exchanges
For a different size, color, or product, please request a return and place a separate order for the item you prefer.
New orders are subject to availability and current pricing.
If we sent the wrong item or your item is faulty, please contact us first so we can arrange the appropriate solution without asking you to place another order.
Refunds
We’ll notify you when your return arrives and has been inspected.
If it meets the conditions of our voluntary return policy, we will issue your refund to the original payment method within 10 business days of receiving the returned item.
If there is an issue with your return, we will explain it by email. Where applicable law requires an earlier refund, the statutory deadline will apply.
Once your refund has been issued, we will send you a confirmation email. Your bank, credit card company, PayPal, or other payment provider may take additional time to process and display the refund.
If your refund has not appeared within your payment provider’s expected processing time, please contact support@ownpacestudio.com.
UK Customers: Your Right to Cancel
For eligible online purchases, you have the right to cancel without giving a reason within 14 days after the day you receive your goods.
To cancel, email support@ownpacestudio.com with a clear statement of your decision. You do not need our approval to exercise this right.
You must then send the goods back within 14 days of notifying us.
You may inspect the goods as you would in a shop. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Opening packaging to reasonably inspect an item does not, by itself, remove your cancellation right.
For a qualifying cancellation of your entire order, we will refund the purchase price and the cost of our least expensive standard delivery option. Any extra amount paid for an upgraded or express delivery service is not refundable.
You are responsible for the direct cost of returning goods when you change your mind, unless otherwise required by law. We cover the necessary return costs for faulty, damaged, or incorrectly supplied goods.
We will issue your refund without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that you have sent them back, whichever happens first, where this statutory right applies.
