Refund policy

Returns & Satisfaction Guarantee Policy (UK & International)

Last updated: 2nd December 2025

DigDrum is a trading name of Petosu Ltd, registered in England & Wales.
Registered address: 1 Court Mews, London Road, Charlton Kings, Cheltenham, GL52 6HS, United Kingdom.

We want you and your dog to love DigDrum. If not, we're here to help.

30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee on all DigDrum purchases.

If you’re not completely happy, you can return your item within 30 days of delivery for a refund.

Conditions:

  • Item must be returned in clean and good condition
  • Returned items must be reasonably clean and free from excessive dirt, odour, hair, or contamination
  • All components must be returned
  • Proof of purchase required
  • Heavily used, damaged, or unsanitary returns may receive a partial refund
  • Return shipping costs are the responsibility of the customer unless the item is faulty or supplied incorrectly

Your 14-Day Legal Right to Cancel (UK & EU)

Under the Consumer Contracts Regulations, you have 14 days from receiving your order to cancel for any reason.

We will refund:

  • The full cost of the item
  • Standard delivery charges

Upgraded shipping services (including express delivery) are non-refundable.

To cancel, email returns@digdrum.com within 14 days of receiving your order.

How to Start a Return

Email returns@digdrum.com to request return approval.

We will provide return instructions and the appropriate return address.

Returns sent without prior approval may not be processed.

Return Shipping Costs

Customers are responsible for the cost of returning items unless the item is faulty, damaged, or incorrect.

This applies to all domestic and international orders, including:

  • Change of mind returns
  • 30-day satisfaction guarantee returns
  • Refused deliveries
  • Unclaimed parcels
  • Any non-fault related return

We recommend using a tracked shipping service, as we cannot refund items lost in transit during return shipping.

Original shipping charges are non-refundable unless the item is faulty or incorrectly supplied.

For international returns, customers are also responsible for any customs charges, duties, taxes, or import fees associated with returning the item.

Faulty or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible.

Under the Consumer Rights Act 2015:

  • You are entitled to a full refund within 30 days for faulty goods
  • You may be entitled to a repair, replacement, or partial refund for up to 6 months depending on the issue

We aim to resolve issues as quickly and fairly as possible.

International Orders

International customers are responsible for complying with local import laws and regulations.

If a parcel is refused, abandoned, or returned due to unpaid customs charges, failed delivery attempts, or import restrictions, any return shipping costs, customs charges, duties, taxes, or carrier fees may be deducted from the refund.

Exceptions (Items Not Eligible for Return)

The following items are not eligible for return unless faulty:

  • Perishable goods
  • Personal care items
  • Custom or personalised products
  • Hazardous materials, liquids, or gases
  • Gift cards
  • Sale items

Refund Processing

Returned items are inspected upon arrival.

Approved refunds are issued to the original payment method once the return has been received and inspected.

Please allow up to 10 business days for the refund to appear in your account. Bank processing times may vary.

If 15 business days pass after approval and you have not received your refund, please contact us.

Exchanges

We do not offer direct exchanges.

For the fastest service, please return the original item and place a new order separately.

Your Statutory Rights

Nothing in this policy affects your statutory or legal rights under applicable consumer protection laws.

More information:UK Government refunds guidance