Refund policy

Returns & Refunds Policy

Our 30-Night Snooze Guarantee

We want Littermate to help your pup settle in. Give it 30 nights from the day it arrives. If your pup isn’t settling better, you can return it for a full refund. No faff, no awkward questions.

And because every pup needs a few nights to get used to their new buddy, it’s absolutely fine if Littermate has been cuddled, slept on and slobbered on.

How to start a return

Email us at hello@littermate.store with your order number. Let us know it’s a return and we’ll send you the return instructions.

Return address

Returns are sent to our facility in Sweden. As this is an international return from the UK, please allow a little extra time for your parcel to arrive. We recommend using a tracked service so we can confirm when it’s landed.

Refunds

Once your return arrives, we’ll process your refund within 5 working days, back to your original payment method. You’ll get an email to confirm once it’s done.

Condition of returned items

Please send back the plush, the heartbeat and the warm pack. Signs of normal use are absolutely fine. We just ask that it hasn’t been deliberately damaged.

Faulty or damaged items

If your Littermate arrives faulty or damaged, or the heartbeat stops working, let us know straight away with a quick photo or video. We’ll sort a replacement or a full refund, and you won’t need to send anything back.

Return shipping cost

Return shipping is paid by the customer, unless the item arrived faulty or damaged. In that case, it’s on us.

Your legal rights

This guarantee is in addition to your statutory rights under UK consumer law, including your right to cancel within 14 days of delivery. It doesn’t affect them.

Questions?

Drop us a line at