Refund policy

Last updated: 17 January 2026

1. Returns Eligibility

We want you to be fully satisfied with your purchase. If for any reason you are not satisfied, you may return eligible items in accordance with this policy.

Returns are accepted within 30 days from the date of delivery.

To be eligible for a return:

• The item must be unused, unwashed, and in new condition
• The item must be returned in its original packaging
• Proof of purchase (order number or receipt) is required

This Return & Refund Policy forms part of our Terms of Service and applies in addition to any statutory rights you may have under applicable law.

2. Consumer Right to Cancel

Consumers located in the United Kingdom have a statutory right to cancel their order within 14 days of delivery. For your convenience, we extend this period and offer a 30-day return policy. This extended return period is offered in addition to, and does not affect, your statutory consumer rights.

This right applies even if the item is not faulty.

3. How to Initiate a Return

To request a return, please contact us at:

Email: hello@domus-canis.com

Include:

• your order number
• the reason for the return

Once your return request is received, we will email you a prepaid return shipping label within 48 business hours.

We recommend contacting us before returning an item so we can provide the correct return instructions and prepaid return label.

You will not be required to return items to a different country. Returns are handled within the United Kingdom.

This process does not affect your legal right to return goods within the applicable cancellation period.

4. Return Shipping Costs

Return shipping is free of charge for all returns that meet the conditions described above

We provide a prepaid return label and cover the return shipping costs when the return complies with this policy.

Details about delivery times and shipping conditions can be found in our Shipping Policy.

5. Exchanges

If you would like to exchange an item, please contact us at hello@domus-canis.com.

Exchanges are subject to product availability. If the requested replacement is unavailable, a refund will be issued instead.

6. Faulty or Defective Items

If you receive an item that is faulty, damaged, or defective:

• Please contact us as soon as possible after discovering the issue.
• Provide a description and, where possible, photos of the issue

We will offer a repair, replacement, or full refund, depending on the situation and your applicable consumer rights under local consumer protection regulations.

7. Refunds

Once your returned item is received and inspected, we will process the refund.

• Refunds are processed within 14 days
• Refunds are issued to the original payment method

There are no restocking fees.

Refunds include the full purchase amount paid for the returned item, in accordance with applicable consumer law. Refunds will not be reduced due to handling or processing fees.

Please note that it may take additional time for your bank or payment provider to process and post the refund.

8. Non-Returnable Items

Unless otherwise stated on the product page, all items are eligible for return under this policy.
Items that are damaged due to misuse, neglect, or normal wear and tear are not eligible for a refund.

9. Late or Missing Refunds

If you have not received your refund after the stated processing time:

• Check with your bank or payment provider
• Contact us at hello@domus-canis.com for assistance

10. Contact & Customer Support

If you have any questions regarding returns or refunds, please contact us:

• Email: hello@domus-canis.com
• Phone: +44 7458 148713
• Customer service hours: Monday–Friday, 8am–6pm GMT. Closed on Saturdays, Sundays and public holidays.