Refund policy

Returns, Refunds and Exchanges Policy

Last updated: 10 September 2026

We hope you and your pet are happy with your purchase. If you need to return an item or report a problem, please contact Evie & Ivy directly.

Email: sales@evieivy.pet

Telephone: 07415 412486

All products purchased through www.evieivy.pet are sold by Evie & Ivy.

Returns, refunds and exchanges are provided and administered by Evie & Ivy under this policy and applicable UK consumer law. They are not provided or administered by the manufacturer or brand of the product.

This expressly includes KONG products. Evie & Ivy, not KONG, is the seller. Any terms that apply directly or indirectly to the return, refund or exchange of a KONG product purchased from our website are Evie & Ivy’s terms and not KONG’s.

Changing Your Mind
For most eligible products purchased online, you have the right to cancel your purchase without giving a reason.

 

You must tell us that you wish to cancel within 14 days beginning the day after you receive the goods.

After telling us that you wish to cancel, you must return the goods within a further 14 days.

To request a return, email sales@evieivy.pet with:

• Your name;

• Your order number;

• The item you wish to return; and
• Confirmation that you wish to cancel or return it.

Please wait for return instructions before sending your item.

Condition of Returned Items

You may examine an item as you would reasonably be able to in a shop.

Returned products should be complete and, where possible, in their original packaging. You are responsible for taking reasonable care of them while they are in your possession.

We may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the product’s nature, characteristics and function.

This does not affect your rights where an item is faulty, damaged, incorrect or not as described.

Products That Cannot Be Returned Following a Change of Mind

The right to cancel does not apply to certain products, including:

• Goods made to your specifications or clearly personalised;

• Goods liable to deteriorate or expire rapidly;

• Sealed goods that are not suitable for return for health-protection or hygiene reasons once the seal has been broken; and
• Any other goods excluded from cancellation rights by law.

Opened or unsealed food, treats, chews and consumable products cannot normally be resold and may not be accepted as change-of-mind returns where the applicable legal exemption applies.

Unopened consumable products may be eligible for return unless they are liable to deteriorate or expire rapidly.

Please contact us if you are unsure whether an item can be returned.

These exclusions do not apply where a product is faulty, damaged, incorrect or not as described.

Return Postage

If you are returning an eligible item because you have changed your mind, you are responsible for the cost of returning it.

We recommend using a tracked postal service and retaining proof of postage. The item remains your responsibility until it reaches us.

If a product is faulty, damaged, incorrect or not as described, Evie & Ivy will cover reasonable return costs or provide another suitable return method.

Return Address

After contacting us and receiving return instructions, returns should be sent to:

Evie & Ivy

Store first

Freeway Park

Freeway Drive

Castleford

WF10 5QH

Please include your order number inside the parcel.

Items sent without enough information to identify the order may take longer to process.

Refunds for Change-of-Mind Returns

Once we receive the returned goods, we will inspect them and confirm the outcome of your return.

Eligible refunds will be made without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide acceptable evidence that they have been sent back.

We may withhold the refund until we receive the goods or receive evidence that they have been returned.

The refund will include the price paid for the returned products and the cost of our least-expensive standard delivery service where the full order is cancelled.

If you selected a more expensive delivery service, we are not required to refund the additional delivery cost.

If you return only part of an order, the original delivery charge will not normally be refunded unless required by law.

Refunds will be issued to the original payment method. Your bank or payment provider may take additional time to show the money in your account.

Faulty, Damaged or Incorrect Items

Please inspect your order promptly after delivery.

If an item is faulty, damaged, incorrect or not as described, stop using it and contact us at sales@evieivy.pet or 07415 412486.

Please provide your order number and, where possible, photographs showing the issue, packaging and delivery label.

Goods must be of satisfactory quality, fit for purpose and as described. Where goods do not meet these requirements, you may be entitled to a refund, repair or replacement under the Consumer Rights Act 2015.

If you exercise the short-term right to reject qualifying faulty goods within 30 days, you may be entitled to a refund. Different remedies may apply after this period.

Nothing in this policy limits or replaces your statutory rights.

Sale Items

Sale or discounted items are subject to the same statutory cancellation and consumer rights as full-price items.

A sale price does not remove your right to cancel an eligible online purchase or your rights where an item is faulty, damaged, incorrect or not as described.

Exchanges

We do not operate an automatic exchange service.

If you would like a different size, colour or product, please contact us. Where appropriate, you may return the original item in accordance with this policy and place a new order.

If we have sent the wrong item, we will arrange the correction at no additional cost to you.

Refused and Uncollected Deliveries

If an order is returned to us because delivery was refused, it was not collected or the customer supplied an incorrect or incomplete address, we will contact you.

Where a change-of-mind cancellation applies, the appropriate refund will be processed in accordance with this policy. We may deduct additional costs that we are legally entitled to recover, such as the cost of sending the parcel again where redelivery is requested.

Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible.

We will try to stop the order, but this may not be possible once it has entered the packing or delivery process. If it has already been dispatched, you may return eligible products under this policy.

Contact Us

For all return, refund and exchange enquiries, contact Evie & Ivy:

Email: sales@evieivy.pet

Telephone: 07415 412486

Postal address:

Evie & Ivy

Storefirst

Freeway Park

Freeway Drive

Castleford

WF10 5QH