RETURNS POLICY

Last updated: 11/12/2025

We want you and your dog to love your Holly & Moss products. If for any reason you’re not completely satisfied, we’re here to help.

1. Return Window

You can return any eligible item within 28 days of receiving your order.

To be eligible for a return, your item must be:

• Unused
• In the same condition you received it
• In its original packaging (where applicable)
• Free from signs of wear or dog use

Please note: For hygiene and safety reasons, we cannot accept returns on items that have been chewed, used, or soiled.

2. How to Start a Return

To start a return, please email us at hello@hollyandmoss.co.uk with:

• Your order number
• The product(s) you’d like to return
• The reason for the return

We’ll reply with the return instructions and postal address.

Customers are responsible for the cost of return postage unless the item is faulty.

3. Faulty or Incorrect Items

If your product arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery.

We will:

• Replace the item, or
• Offer a full refund, including return postage costs

We may ask for photos so we can investigate and improve future quality control.

4. Refunds

Once we receive and inspect your returned item, we’ll email to confirm approval of your refund.

Approved refunds are issued to your original payment method within 10 business days.

If your refund hasn’t appeared after this time, please check with your bank or card provider, as processing times can vary.

5. Exchanges

If you’d like to exchange for a different product, please contact us and we’ll let you know availability.
Exchanges follow the same 28-day return conditions.

6. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned:

• Used dog toys
• Items showing signs of wear or damage caused by a pet
• Custom or personalised items

7. Return Address

We will provide the return address when you contact us to start a return.

8. Contact Us

If you have any questions about returns or refunds, contact us at:

hello@hollyandmoss.co.uk

We’re always happy to help.