Return & Refund Policy

We want you to be completely satisfied when you shop with us but in the unlikely event you're not happy with your order, our Returns Policy explains what you can do.

Damaged/incorrect Items 

All our parcels are carefully checked and packed by hand, but should your order be damaged in transit or we've sent you an incorrect item, please notify us by emailing woof@camtalis.co.uk within 14 working days and we will be pleased to replace any incorrect or damaged items. Please refer to 'Returning an item' below for further details.

Exchange/refund 

If you are not entirely satisfied with the products that you have chosen, you may return them to us within 14 days of receipt. We can offer you an exchange or, if you wish, a refund, provided that the products are returned complete, in perfect condition, unused, unwashed and with the original packaging. We cannot accept items for a refund or exchange if the goods are not in perfect condition or it is obvious to us that the goods have been used or washed. We are unable to offer a refund or exchange on perishable goods such as food for hygiene reasons.

Cancelling an item 

Under the Consumer Rights Act (2015), you have a right to cancel the contract for your purchase at any point from the time of ordering until 14 working days after delivery. Exceptions are: foodstuffs, beverages, and any item made specifically for you. To cancel a contract for non-food and beverage items, please send your wish to cancel in writing giving the reason for the return as ‘Contract Cancellation’. Please package the relevant item securely and send it to us so that we are in receipt within 14 working days of the date that the item was delivered to you (see returning an item below).

Returning an item 

If you are returning an order because you are not satisfied or have changed your mind, please enclose all details of the purchase giving the reason for your return and clearly mark whether you would like a refund or exchange. Pack the items back in the parcel, using the original packaging and attach the invoice; return to the address we provide to you when you contact us at woof@camtalis.co.uk. For all returns, except where the item is faulty or when we have sent you an incorrect item, you will be required to arrange and pay for the return of the products to us. This returns policy does not affect your statutory rights.

We strongly recommended obtaining proof of posting when you return items to us as we cannot accept responsibility for parcels lost in transit. You are responsible for the safe keeping and care of items until we receive them back. We do not accept liability for returned packages damaged during transit back to us and it is your responsibility to wrap products adequately to prevent damage.