Refund policy

Refund Policy

You have 15 days from delivery to request a return, for any reason. Items must be unused, in original condition and packaging, with all accessories included.

How to return

Email support@findentials.com with your order number. We will send you the return address. Please contact us before sending anything back so we can match your parcel to your order.

Post it within 14 days of contacting us, using a tracked service. Return postage is paid by you on change-of-mind returns.

Refunds

Once your return arrives and has been checked, we email you to confirm. Refunds go to your original payment method within 14 days, and usually appear in your account within 5 to 10 business days.

We refund the standard delivery charge from your original order. If an item comes back used or damaged, we may reduce the refund to reflect its condition.

Faulty, damaged or wrong item

Email us within 48 hours with your order number and a photo. We will replace it or refund you in full, and we cover the return postage. This applies whatever the reason you contacted us.

What we cannot accept

Personalised or made-to-order items, gift cards, and opened hygiene items including feeding and grooming accessories. This applies to change-of-mind returns only — if something is faulty or unsafe, contact us.

Cancellations and exchanges

Not shipped yet? Email us and we will cancel and refund in full. Already shipped? Follow the return process above.

We do not offer exchanges. Return for a refund and place a new order — it is faster.

Contact

support@findentials.com — we reply within one working day, Monday to Friday.