Refund policy
At will-nixon, we want you and your pet to be happy with every order. If something isn't right, here's how returns and refunds work.
Returns
We accept returns within 30 days of the delivery date. To be eligible for a return:
- The item must be unused and in the same condition you received it
- It must be in its original packaging
- You must have proof of purchase (order confirmation or receipt)
To start a return, email support@will-nixon.uk with your order number and the reason for the return. We'll confirm your return is approved and provide instructions on where to send the item.
Return shipping
Return shipping costs are the customer's responsibility, unless the item arrived faulty, damaged, or incorrect, in which case we'll cover the cost.
Refunds
Once we receive and inspect your return, we'll email you to confirm whether it's approved. If approved, your refund will be processed within 7 business days to your original payment method via Stripe. Please note it may take a few additional days for your bank or card provider to reflect the refund.
Damaged, defective, or incorrect items
If your item arrives damaged, defective, or isn't what you ordered, contact us at support@will-nixon.uk within 48 hours of delivery, along with photos of the item. We'll arrange a replacement or a full refund, including any return shipping costs, at no charge to you.
Non-returnable items
For hygiene reasons, items that have been used or opened (e.g. chew toys that have been given to a pet) cannot be returned unless faulty.
Late or missing refunds
If it's been more than 7 business days since your return was approved and you haven't received a refund, please check with your bank or card provider first, then contact us at support@will-nixon.uk if the issue isn't resolved.
Your statutory rights
This policy is in addition to, and does not affect, your statutory rights as a consumer under UK law, including the Consumer Contracts Regulations 2013.
Contact us
will-nixon
7B Bank St, Carlisle CA3 8HG, United Kingdom
Email: support@will-nixon.uk
Phone: +44 7412 833018