Refund policy

Last updated: 2 August 2026

At POMI, we want you and your dog to enjoy every adventure together. If something is not quite right with your order, we are here to help.

Nothing in this policy limits or excludes your statutory consumer rights.

1. POMI’s 30-Day Return Policy

In addition to your statutory rights, POMI offers a voluntary 30-day return period beginning on the date your order is delivered.

You must contact us within this 30-day period to request a return. The item does not need to arrive back with us within those 30 days.

Once we confirm that your return is eligible, we will provide the correct return address and instructions. Unless otherwise agreed, the item should be sent back within 14 days of receiving those instructions.

2. Eligibility for Voluntary Returns

The following conditions apply to returns made under POMI’s voluntary 30-day return policy.

To qualify, the item must:

be unused, unworn and in a resalable condition;
be clean and free from pet hair, odours, stains, chewing, damage or visible signs of outdoor use;
include all original tags, accessories and packaging; and
be accompanied by proof of purchase, such as your order number or confirmation email.

Returns that do not meet these conditions may not be accepted under our voluntary return policy.

These conditions do not limit any statutory cancellation or faulty-goods rights described below.

3. UK Statutory Cancellation Rights

For most qualifying online purchases, you may notify us that you wish to cancel your order within 14 days of receiving the goods, without giving a reason.

After notifying us, you will normally have a further 14 days to return the goods.

You may inspect and briefly try the product indoors to assess its size, fit, appearance and features.

We may make a reasonable deduction from the refund if the product has been handled beyond what is necessary to assess it and this has reduced its value. Outdoor use, dirt, damage, pet hair, odours or visible wear may result in a deduction where legally permitted.

Where the statutory cancellation right applies:

we will refund the price paid for the qualifying goods;
we will refund the cost of the least expensive standard delivery option offered;
you may be responsible for the return postage where this was disclosed before purchase and the goods are not faulty or incorrect; and
the refund will normally be made using the original payment method.

The statutory cancellation right may not apply to certain goods, including products made or personalised specifically for you.

These exceptions do not affect your rights where an item is faulty, unsafe, incorrect or not as described.

4. How to Request a Return

To request a return or exercise your statutory cancellation right, email:

hello@heypomi.com

Please include:

your order number;
the item or items you wish to return;
confirmation that you wish to return or cancel the order; and
clear photographs where an item is damaged, defective or incorrect.

You do not need to provide a reason when exercising a statutory cancellation right. For other returns, sharing a reason is optional but may help us improve our products and service.

Once we receive your request, we will provide the correct return address and instructions.

Please contact us before sending an item back. Returning an item without contacting us may delay processing, but it will not remove any statutory rights you may have.

Do not send returns to our registered office unless we specifically instruct you to do so.

5. Return Shipping and Original Delivery Charges

Change-of-Mind Returns

For change-of-mind returns, including returns because the wrong size or colour was ordered, the customer is responsible for arranging and paying for the return shipping.

We recommend using a tracked delivery service and keeping proof of postage. The returned item remains your responsibility until it reaches the return address provided by POMI.

Faulty, Damaged or Incorrect Items

If an item is faulty, damaged on arrival, incorrect or not as described, POMI will cover reasonable return shipping costs or provide another appropriate return method.

Please contact us before returning the item so that we can provide the correct instructions.

Original Delivery Charges

For returns made only under POMI’s voluntary 30-day return policy, the original delivery charge is non-refundable unless the item is faulty, damaged, incorrect or otherwise required by law.

Where you exercise your statutory 14-day cancellation right, we will refund the cost of the least expensive standard delivery option offered at the time of purchase. Any additional amount paid for an upgraded delivery option will not be refunded.

6. Faulty, Damaged or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If your order arrives damaged, defective or incorrect, please contact us as soon as possible and, where practical, within 3 days of delivery.

Please include your order number and clear photographs of the item and packaging where possible.

Depending on the circumstances, we may offer:

a replacement;
a repair;
a refund; or
another remedy required by law.

Reporting an issue after 3 days does not remove or reduce your statutory rights where an item is faulty, unsafe, damaged, incorrect, not as described, not of satisfactory quality or not fit for its intended purpose.

Under UK consumer law, faulty goods may qualify for a short-term right to reject within 30 days. Further repair, replacement or refund rights may continue after that period.

Discounted products have the same statutory rights as full-price products.

7. Items Not Eligible Under Our Voluntary Return Policy

The following items are not eligible for return under POMI’s voluntary 30-day return policy:

items that have been used outdoors;
items showing pet hair, strong odours, stains, chewing, damage or visible wear;
items missing original tags, accessories or packaging;
personalised or custom-made products; and
gift cards.

These exclusions do not apply where an item is faulty, unsafe, damaged, incorrect or not as described, or where applicable law otherwise provides a right to return or cancel.

Please contact us before returning an item if you are unsure whether it qualifies.

8. Exchanges

We currently do not offer direct exchanges.

To order a different size, colour or product, please return the original item if it is eligible and place a new order separately.

A replacement provided because an item is faulty, damaged or incorrect is not treated as a voluntary exchange.

9. Undeliverable or Refused Parcels

Please ensure that your delivery address is complete and accurate before placing your order.

If a parcel is returned because the address supplied was incorrect or incomplete, additional delivery costs may apply before the order can be sent again.

If you wish to cancel an order, please contact us at hello@heypomi.com. Refusing delivery without contacting us may delay the return and refund process.

Any refund for an undeliverable or refused parcel will be handled in accordance with your statutory rights and this policy.

10. Refunds

Once we receive a returned item, we will inspect it and notify you of the outcome.

Approved refunds will be issued to the original payment method.

For returns made under a statutory cancellation right, we may withhold the refund until:

we receive the returned goods; or
you provide satisfactory evidence that the goods have been sent back,

whichever occurs first.

The refund will be issued without undue delay and no later than 14 days after we receive the returned goods or satisfactory evidence that they have been sent back.

For returns made solely under POMI’s voluntary 30-day policy, approved refunds will normally be issued within 14 days after we receive and inspect the returned item.

Your bank, card provider or payment service may require additional time before the refund appears in your account.

Please contact hello@heypomi.com if an approved refund has not appeared within 15 business days of our refund confirmation.

11. Model Cancellation Form

You may use this form to exercise your statutory cancellation right. You do not have to use it and may instead send a clear cancellation request by email.

To:

POMI LTD
Office 15551, Initial Business Centre
Unit 7 Wilson Business Park
Manchester
United Kingdom
M40 8WN

Email: hello@heypomi.com

I hereby give notice that I wish to cancel my contract for the purchase of the following goods:

Products:

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Signature:
Only required if this form is submitted on paper.

Date:

Online sellers must provide cancellation information and a standard cancellation form where the statutory cancellation right applies, although customers are not required to use the form.

12. Contact Us

Questions about this Returns & Refunds Policy can be sent to:

POMI LTD
Trading as POMI

Company number: 17351474
Registered in England and Wales

Registered office:

Office 15551, Initial Business Centre
Unit 7 Wilson Business Park
Manchester
United Kingdom
M40 8WN