Refund policy
Returns & Refund Policy
Last updated: Feb 2026
This Returns and Refund Policy applies to all purchases made through the arlo.® website and is operated by Arlo Pet Limited (Company No. 15650755).
Nothing in this policy affects your statutory rights under UK consumer law.
30 Day Returns
We accept returns on unused and unopened items within 30 days of delivery.
Customers are responsible for return postage costs unless the item is faulty, damaged, or incorrect.
Refunds are issued to the original payment method once the returned items have been received and inspected.
Non-returnable items
For hygiene, safety, and animal welfare reasons, we are unable to accept returns on the following items unless they are faulty:
- Opened liquids, shampoos, sprays, or treatments
- Products with broken seals
- Items showing signs of use, dilution, or application
This is in line with UK consumer regulations.
Faulty, damaged, or incorrect items
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery and include your order number, a brief description of the issue, and clear photographs where possible.
If a fault or error is confirmed, we will offer a replacement or a full refund. Where a return is required, we will cover reasonable return postage costs.
Goods not as described
Under the Consumer Rights Act, products must be as described, fit for purpose, and of satisfactory quality.
If an item does not meet these standards, you may be entitled to a refund, replacement, or partial refund depending on the circumstances and timeframe.
Refunds
Refunds are issued to the original payment method used at checkout.
Please allow up to 7 working days for refunds to be processed once approved. Shipping costs are non-refundable unless the item is faulty or sent in error.
How to contact us
Please contact us before returning any items so we can authorise the return and provide the correct details.
Email: bark@arlopet.co.uk
Company: Arlo Pet Limited
Returns sent without prior contact may be delayed or refused.
Product use and safety
All arlo.® products are intended for external animal use only and should be used in accordance with the instructions provided. Patch testing is recommended before full use. Products used contrary to guidance are not considered faulty.