Refund policy

Refund and Return Policy

Burrowly wants your small-pet essentials to arrive in good condition and match what you ordered. If something is wrong, contact us at burrowly@gototheshop.com before sending anything back.

30-day return window

You may request a return within 30 days of delivery. Items must be unused, clean, unopened where hygiene matters, in original packaging, with all parts included, and in resaleable condition.

Non-returnable items

For pet hygiene and safety reasons, opened or used bedding, hay, forage, treats, chews, food-contact items, water bottles, bowls, litter, cleaning products, and habitat accessories are not usually returnable unless they arrive damaged, defective, or incorrect. Gift cards, final sale items, and items damaged through misuse, chewing, pet wear, or unsupervised use are not eligible for refund unless required by law.

Return process

To start a return, email burrowly@gototheshop.com with your order number, the item you want to return, the reason for the return, and photos if the item is damaged, defective, or incorrect. We will review your request and send return instructions if the return is approved. Please do not send items back without approval.

Damaged, defective, or wrong items

Please contact us within 7 days of delivery with your order number, photos of the item, packaging, and shipping label. We will review the issue and offer a replacement, refund, or another suitable solution.

Return shipping

If the return is caused by our error or a damaged/defective item, we will help with the return process. For other approved returns, return shipping costs may be the customer's responsibility.

Refund timing

Once we receive and inspect an approved return, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method, usually within 5 to 10 business days after approval. Your bank or payment provider may take additional time to post the refund.

Contact

Email burrowly@gototheshop.com or call +44 7763387000 for return and after-sales support.