Returns & Exchanges

Returns & Exchanges

We want you and your dog to be completely happy with your order. If something’s not quite right, we’re here to help.

How to Start a Return or Exchange

Go to our Start a Return or Exchange page. Sign in with the email address you used at checkout, choose your order and request a return. Want a different size or colour? Add a note to your request and we’ll arrange the exchange.

Prefer email? Contact us at barkbark@penneand.co and include:

  • Your order number
  • The item(s) you’d like to return
  • Whether you’d like a refund, exchange or store credit
  • The reason for the return
  • Photos of any faults, damage or incorrect items (if applicable)

Return Window

You can request a refund, exchange or store credit within 30 days of receiving your order.

Some products and promotions come with a longer window, such as the 60-day returns on the Brecon No-Pull Harness. Where a product page or promotion states a different window, that window applies.

Costs

  • Refunds: a £5 charge covers return postage and is deducted from your refund.
  • Exchanges: a £5 charge covers return postage. Our team will confirm how to pay it when they arrange your exchange.

If your item is faulty, damaged, or we sent the wrong thing, you won’t pay anything.

Refunds

Refunds are made to your original payment method within 14 days of us receiving your return, and often much sooner. Your bank may take a few extra days to show it.

If you paid by gift card, your refund will go back onto the same card.

Return Eligibility

To be eligible for a return, items must be:

  • New, unused and clean
  • In original packaging with tags attached
  • Tried on indoors only
  • Free from dog hair (a lint roller or tape works well)

You don’t need to wash items before returning them. Sale items can be returned on the same terms. Customised items can only be returned if faulty.

Return Address

Penne & Co. RTRN
PO Box 582
RAMSGATE
CT11 1FJ
United Kingdom

Gift Returns

Received a Penne & Co. item as a gift? We’re happy to offer an exchange or eGift card for any unused, full-price items. Email us at barkbark@penneand.co with the item’s style, size and colour and we’ll check eligibility.

Questions?

Email barkbark@penneand.co. We usually reply within one working day.