Returns & refunds

We want every purchase to feel like the right one. If it's not — for any reason — you have 30 days from delivery to return it for a full refund of the item price.

What we can accept

Unused items in their original packaging, with any tags or seals still attached. Cooling vests can be tried on your dog indoors to check the fit; please don't soak, wash or wear them outside if you may want to return them.

How to start a return

Email hello@roamandrefresh.com with your order number and a short note about which item(s) you'd like to return. We'll reply within 48 hours with the correct return address and simple next steps — please wait for that reply before posting anything back, so nothing gets lost.

Refund timing

Once your return arrives with us and is checked, we'll refund the item price to your original payment method within 5 working days. Your bank may take a further 2–5 days to show it on your statement. We'll email you as soon as the refund is issued.

Return postage

For a change of mind, return postage is paid by you. For a faulty item, an incorrect item or an item damaged in transit, we cover the return cost — see below.

Damaged, faulty or wrong item?

Please email a photo of the issue (and the packaging, if damaged in transit) to hello@roamandrefresh.com within 48 hours of delivery. We'll arrange a free replacement or a full refund — including the original delivery charge — whichever you'd prefer.

What we can't refund

Used or washed items, items returned without their original packaging, and gift cards. This doesn't affect your statutory rights if an item is faulty.