Refund policy

Returns & Exchanges Policy

Last updated: October 17, 2026

1. The Commitment to Excellence

To maintain the integrity of our collections and ensure a seamless experience across all operating territories, all returns and exchanges must be initiated and coordinated through our digital concierge (concierge@tesoropetco.com). Please do not send returns to our corporate head office, as items must be routed directly to your domestic territory’s designated fulfilment hub.

2. Return Windows & Statutory Rights

We respect territorial consumer protections and offer the following return frameworks:

United Kingdom: You have the statutory right to notify us that you wish to cancel an eligible order within 14 calendar days of receiving your item. Following notification, you have an additional 14 calendar days to dispatch the item back to our local hub using the provided instructions. Standard outbound delivery fees are refunded for full statutory cancellations; return shipping costs remain the responsibility of the client.
Australia: We provide a voluntary 14-day change-of-mind return window from the date of delivery. This policy is offered in addition to, and does not limit or restrict, your statutory rights under the Australian Consumer Law (ACL).
United States: We offer a 30-day satisfaction guarantee from the date of delivery for eligible lifestyle selections.

Note: Original shipping charges are non-refundable for change-of-mind returns outside statutory UK requirements.

3. Eligible Item Condition & Hygiene Standards

To safeguard the health, safety, and hygiene of the modern companion:

Item Condition: To be eligible for a change-of-mind return or exchange, items must be unused, unwashed, completely free of pet hair or odour, and in the same pristine condition in which they were received, complete with all original tags, protective coverings, and packaging.
Hygiene Exclusions: We cannot accept change-of-mind returns on items within the "Tesoro Play" (toys) or "Tesoro Terra" (beds and linens) collections once the protective hygienic seal has been broken or the product has been removed from its original packaging, unless the item is verified as faulty.
Technology Selections ("Tesoro Intel"): For smart or connected selections, our Concierge team may request a brief video diagnostic or system check to verify operational status and expedite an immediate replacement or technical resolution.

4. Exchanges & Gift Returns

Exchanges: To request a size or colour exchange, please contact our Concierge team. Upon receipt and inspection of the original item at your local territory hub, your replacement selection will be dispatched.
Gift Returns: If an item was marked as a gift when purchased and delivered directly to you, an approved return will be processed as a digital store credit for the value of the purchase. If the item was not marked as a gift at checkout, any refund will be issued to the original purchaser's payment method.

5. The Return Process

Initiate: Contact concierge@tesoropetco.com to request digital return authorization documentation and your domestic hub address.
Dispatch: Securely package the item in its original condition and dispatch it to your territory's local fulfilment hub using the provided instructions.
Inspection & Refund: Once received and inspected at our hub, refunds are processed to your original payment method within 10 business days (and no later than 14 calendar days from receipt of goods).

6. Faulty Goods & Statutory Protections

If a product arrives damaged, defective, or fails to operate as intended:

Australia (ACL): If a product suffers a Major Failure under the Australian Consumer Law, you are entitled to choose between a replacement or a full refund. For Minor Failures, we reserve the right to repair or replace the item within a reasonable timeframe.
United Kingdom & United States: Faulty goods, including technology items, will be repaired, replaced, or refunded in accordance with your statutory rights (including the right to reject faulty goods within 30 days under the UK Consumer Rights Act 2015).

7. Contact Details

To start a return or inquire about an existing request, please contact our Data Controller & Support Team:

Email: concierge@tesoropetco.com

Entity: Tesoro Pet Co is a trading name of Tesoro Group Global (TGG) Ltd

Registered Office: Brewery House, High St, Twyford, Winchester, UK, SO21 1RG

Company Reg: 17068761 | VAT: GB 527 4134 02