Refund policy
Return and Refund Policy
Last Updated: 1 June 2026
At Polyshe, we want you to be completely happy with your purchase. If something is not right, we are here to help.
1. Returns Window
You may return items within 30 days of delivery. Items must meet the eligibility criteria below.
2. Eligibility
To be eligible for a return, items must be:
- Unused, undamaged, and in their original condition
- In their original packaging with all tags and protective materials attached
- Free from pet hair, odour, or any other signs of use
3. Non-Returnable Items
The following items cannot be returned:
- Used grooming items (such as grooming gloves and brushes), which for hygiene reasons are non-returnable once used, unless they arrive damaged or defective
- Opened consumables (such as replacement grooming pad packs), once the packaging seal is broken
- Items marked as Final Sale
- Gift cards
- Items that have been used, soiled, or damaged after delivery
- Items returned without prior authorisation
4. How to Start a Return
Returns require prior authorisation. Please do not send items back without contacting us first.
- Email us at support@polyshe.com with your order number, the item or items you wish to return, and your reason for the return.
- We will issue a Return Authorisation with instructions within 1-2 business days.
- Post the item to us at POLYSHE LTD, 128 City Road, London, United Kingdom, EC1V 2NX.
- We recommend using a tracked postal service, as we cannot be responsible for items lost in transit.
5. Refunds
Once we receive and inspect your returned item, we will notify you by email.
- If approved, your refund will be processed within 14 calendar days of receiving the return.
- Refunds are issued to your original payment method.
- Please allow an additional 5-10 business days for the refund to appear on your statement.
What is refunded
The full purchase price of the returned item or items.
What is not refunded
Original shipping costs, unless the return is due to our error (wrong item sent or item not as described). Return shipping costs are the responsibility of the customer, unless the item was defective or incorrect.
6. Exchanges
If you would like to exchange an item for a different size, colour, or style, contact us at support@polyshe.com with your order number and preferred exchange. Subject to stock availability, we will arrange the exchange. If the replacement item differs in price, we will process a partial refund or request additional payment.
7. Damaged or Defective Items
If you receive an item that is damaged, defective, or not as described, please report it to us as soon as possible, ideally within 48 hours of delivery, with your order number, photos clearly showing the damage or defect, and a brief description of the issue. Please note that this reporting timeframe does not limit your statutory rights under the Consumer Rights Act 2015. You retain the right to reject faulty goods within 30 days of delivery regardless of when you report the issue to us. We will arrange either a full replacement or a full refund (including original and return shipping costs) at no cost to you.
8. Late or Missing Refunds
If you have not received your refund within the expected timeframe, check your bank account or payment provider first, then contact your bank. If you have done both and still have not received your refund, email us at support@polyshe.com.
9. Your Statutory Rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015. You also have the legal right to cancel an online order within 14 days of delivery for any reason (the cooling-off period) under the Consumer Contracts Regulations 2013, and to receive a refund for faulty goods within 30 days of delivery.
Contact Us
Email: support@polyshe.com
Phone: +44 7537 180436
Address: POLYSHE LTD, 128 City Road, London, United Kingdom, EC1V 2NX
Company No.: 16411434