Refund policy

We stand behind what we sell. This policy sets out exactly when a return is accepted, so there is no confusion either way. Please read it before ordering.

What is covered

You have 30 days from the day your order arrives to raise a claim in any of the following cases:

  • The item arrived damaged, faulty, or defective.
  • You received the wrong item, or the wrong quantity.
  • The item is materially different from what was shown and described on the product page.
  • You ordered the wrong size and the item is unused and in its original, undamaged packaging.

In the first three cases we cover return postage and send a replacement or issue a full refund. In the size case, the item must be returned unused and sealed, and return postage is paid by you.

What is not covered

  • Change of mind. Deciding you no longer want the item, or found it cheaper elsewhere, is not grounds for a return.
  • Your pet not taking to the bowl, or preferring their old one.
  • Disliking the colour, finish, or look when the product page showed it accurately.
  • Items that have been used, washed, fed from, scratched, or returned without their original packaging.
  • Damage caused by misuse, drops, dishwasher misuse, or normal wear over time.
  • Claims raised more than 30 days after delivery.
  • Delays caused by the carrier, an incorrect address supplied at checkout, or a parcel refused at delivery.

Your statutory rights

Nothing here removes your legal rights. If you are ordering from the United Kingdom, the Consumer Contracts Regulations give you a 14-day cancellation right from the day your order arrives, and the Consumer Rights Act covers goods that are faulty or not as described. Where the law gives you a stronger right than this policy, the law applies.

How to raise a claim

Email support@tryduven.com from the address you ordered with, and include:

  • your order number,
  • a clear photo of the item and, where relevant, the packaging it arrived in,
  • a short description of the problem.

Returns sent back without written authorisation from us are not accepted and cannot be refunded. We will reply within one business day with a decision and, if approved, the return address.

Free gifts and bundles

Any free item included with your order must be returned with it. If it is not returned, its full retail value is deducted from your refund. Where only part of a bundle is returned, the refund is recalculated at the price the remaining items would have cost bought on their own.

Refunds

Approved refunds are issued to the original payment method once the returned item reaches us and has been inspected. Inspection takes up to 3 business days. Your bank may take a further 5 to 10 business days to display the funds. Original delivery charges are not refunded except where the item was faulty, damaged, or incorrectly sent.

Cancelling before dispatch

If your order has not yet been dispatched, email us and we will cancel and refund it in full. Once it has been handed to the carrier the returns process above applies.