Returns Policy
We hope you and your dog love your Toto & Pal order. However, if something isn’t quite right, we’re here to help.
We offer a 14-day return policy from the date your order is delivered.
To be eligible for a return, items must be unused, in their original condition, with tags attached and original packaging included. Proof of purchase or your order confirmation will also be required.
For hygiene and safety reasons, certain items cannot be returned, including:
• Food and treats
• Hygiene-related products
• Personalised or custom-made items
• Toys, chews, or opened play products
• Seasonal or festive items
• Sale items and gift cards
To request a return, please contact us at orders@bowwow.london
Returns should be sent to:
36 Earlham Street
Covent Garden
London WC2H 9LH
United Kingdom
Please note that returns sent back without contacting us first may not be accepted.
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
If you would like to exchange an item, the quickest option is to return the original order and place a new order separately.
Damaged or Incorrect Items
If your item arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible at orders@bowwow.london
Including your order number and photos will help us resolve the issue more quickly.
European Union Orders
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
Returned items must meet the return conditions outlined above.
Refunds
Once we receive and inspect your return, we’ll let you know whether your refund has been approved.
If approved, refunds will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since your refund was approved, please contact us at orders@bowwow.london