Refund policy
Returns & Refunds Policy
At Longwalks, we want you to be happy with your order. If something is not right, please contact us and we will do our best to help.
This policy applies to orders placed through our website.
Returns
We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must be:
- Unopened, unused and in its original packaging
- In a resalable condition
- Returned with proof of purchase, such as your order confirmation or receipt
Because our products are pet supplements, we cannot accept returns of products that have been opened, used, partly used, or where the seal has been broken, unless the item is faulty, damaged, or incorrect.
To start a return, please contact us at:
Please include your order number, the product you would like to return, and the reason for the return.
Returns should be sent to:
[INSERT RETURN ADDRESS]
Please contact us before sending anything back. Items returned without first requesting a return may not be accepted.
Return Shipping Costs
For change-of-mind returns, customers are responsible for the cost of return postage.
If your item is faulty, damaged, or you received the wrong product, we will cover the reasonable cost of return postage or provide a return label where appropriate.
We recommend using a tracked postal service, as we cannot be responsible for returns that are lost in transit.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives. If your item is damaged, faulty, or you have received the wrong product, please contact us as soon as possible at eblakeway@gmail.com.
Please include your order number and, where possible, photos of the issue so we can assess it quickly and make it right.
Where an item is faulty, damaged, or incorrect, we may offer a replacement, refund, or another suitable resolution.
Non-Returnable Items
For health, hygiene and safety reasons, we cannot accept returns of opened or used pet supplement products unless they are faulty, damaged, or incorrect.
We also cannot accept returns for:
- Gift cards
- Products that have been opened or had the seal broken
- Products that have been used or partly used
- Products not purchased directly from our website
- Items returned more than 30 days after delivery, unless your statutory rights apply
This does not affect your legal rights if an item is faulty, damaged, or not as described.
Subscriptions
If you purchase a subscription product, you can manage or cancel future subscription orders through your customer account, where available, or by contacting us at eblakeway@gmail.com.
Cancelling a subscription stops future orders. It does not automatically cancel, refund, or return an order that has already been processed or dispatched.
If a subscription order has already been shipped, our standard returns policy applies.
Exchanges
We do not currently offer direct exchanges.
The fastest way to get a different product is to return the item you have, where eligible, and place a new order separately.
Your Right to Cancel
If you are a UK or EU customer buying online, you have the right to cancel your order within 14 days of receiving it, for any reason.
After telling us you want to cancel, you then have another 14 days to return the item to us.
To cancel, please email eblakeway@gmail.com with your order number.
Returned items must be unopened, unused and in their original packaging. For health, hygiene and safety reasons, opened pet supplement products cannot be returned unless they are faulty, damaged, or incorrect.
For change-of-mind cancellations, customers are responsible for the cost of return postage.
Refunds
Once we receive and inspect your return, we will let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Refunds are normally processed within 14 days of us receiving the returned item, or within 14 days of you providing evidence that you have sent the item back, whichever is earlier.
Please note that your bank or card provider may take additional time to process and show the refund in your account.
If more than 15 business days have passed since we approved your refund, please contact us at:
Contact Us
For any questions about returns, refunds, damaged items, or subscriptions, please contact us at: