Returns & refunds

30 days, including “my pet ignored it”

Some pets take one look and walk off. If that is yours, email us within 30 days of delivery and we will refund you. You do not have to pretend something was wrong with it.

How to do it

1. Email us with your order number and one line about why.
2. We reply with the return address. Please wait for that before sending anything back.
3. Post the ball back in its box with the charging cable, reasonably clean.
4. Once it reaches us and is approved, your refund is paid within 10 working days, to the card or account you paid with.

Your 14-day right, separately

If you are in the EU you can also cancel for any reason within 14 days of delivery under your statutory right of withdrawal. That right sits alongside the 30-day guarantee above and is not affected by it. The full wording is in our Refund policy.

If it stops working

You have at least two years of statutory rights from delivery. Email us with your order number and a short video of what it is doing, and we will repair, replace or refund.

A chewed outer shell is not a fault — that is the shell doing its job. On the Bounce Ball it unclips and can be replaced on its own, which is a lot cheaper than a new ball.

Exchanges

Picked the Smart Ball for a cat, or the other way round? Email us within 30 days and we will swap it. Same process as a return.