About Our Guarantee

No product is indestructible. And with the HugglePets Guarantee, you’re buying with the assurance that if something should happen to your coat/lead/collar/harness/seatbelt loop, then it’ll be replaced free of charge. Just look out for the Lifetime Guarantee emblem on the packaging. Don’t have the packaging any more? Don’t worry — send us a message to see if your product is eligible.

However, products cannot be covered in the guarantee if they are:

• Lost
• Outgrown
• Fully functional
• Unclean or smelly
• Showing regular wear and tear, like fading
• Purposefully damaged
• Given as a promotion, donation or sponsorship
• Personalised, altered or otherwise changed from its orignal condition

Our Bed range is covered by the Lifetime Guarantee on stitching, zips and the fabric from general wear and tear. What’s not included is:

• Rips
• Bites
• Colour fading
• Plumpness of the filling

The number of free replacements given to any one customer shall not be disclosed to prevent excessive use or abuse of the guarantee.

How To Request a Replacement

To submit a request for replacement, please complete the form below and read the Terms & Conditions carefully before submitting – as we cannot process requests that have not been submitted within the proper guidelines, including photos that have not been taken correctly.

Retain all items until we send confirmation that the request has been approved, as we may ask for more photos or information about the item. You can submit multiple items at any one time, but they must be submitted separately.

Approved items will be sent at no charge and a fixed shipping fee of £2.99. You will be sent a payment link to pay for the postage. However, exchanges of products under the guarantee can also be done at our retail store in Wolverhampton for no cost.

If your item is no longer available, we will offer the closest alternative. No cash value is redeemable against a item under the guarantee.

If you don’t get a confirmation email from us, please check the spam and junk folders. If you have any trouble using the submission form, try clearing your browser’s cookies or using a different browser.

Terms & Conditions

Products will not be covered under the warranty if lost, outgrown by their dog, fully functional, unclean or smelly, showing regular wear and tear (like fading), damaged on purpose or given as a promotion, donation or sponsorship. The number of free replacements under the warranty is not disclosed to customers. Those who wish to submit a request for replacement must make an account on our website (www.hugglepets.co.uk) and follow the guidelines below for taking photographs of the product.

Photographs of the product submitted for replacement must:

• Be taken in good lighting conditions.
• Not be too blurry or low-res.
• Show all of the product, i.e. not cut off.
• One product per photograph.