Returns and Refund Policy

Returning Your Order

If you are purchasing as a consumer and you have changed your mind about your purchase, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.

To exercise this right, you must notify us within the 14-day cancellation period. Once you have told us you wish to cancel, you must return the goods within a further 14 days.

Return Conditions

Unless an item is faulty, damaged or incorrectly supplied, it should be returned:

• Unused and in a resaleable condition.
• Clean and hygienic.
• In its original product packaging where possible, with any labels still attached.
  

Where an order includes a free or discounted promotional item, including a bundle or kit, it must also be returned in full if the qualifying product is returned. If it is not returned, we may deduct its value from any refund.
Free items have no cash value and cannot be refunded, exchanged or credited unless faulty. Where a bundle or kit contains a faulty item, we will offer an exchange for the faulty item only. A bundle or kit will not be refunded, credited or exchanged in part.

Please package your return carefully. Do not attach labels or tape directly to the product or its retail packaging, as this may reduce its resale value.

You may inspect goods in the same way you would in a shop. If returned goods have been handled beyond what is necessary to establish their nature, characteristics or functioning, we may reduce your refund to reflect any loss in value, where permitted by law.*

We may refuse to accept goods that present a genuine hygiene or contamination risk where this is permitted by law. This does not affect your statutory rights.

*Please note that using grooming equipment to clip an animal goes beyond what would reasonably be necessary to inspect its nature, characteristics or functioning. If you are unsure whether a clipper is suitable for your needs, please contact us before using it, and we will be happy to help.

Returning Your Item

We offer a convenient pre-paid returns service for items up to 20kg.

• Returns for faulty, damaged or incorrectly supplied items are free of charge.
• For change of mind returns, you may use our pre-paid returns label, with a £5.50 return charge deducted from your refund.
• You are also welcome to return your order using a carrier of your choice.
  

If you arrange your own return, please ensure your parcel includes your order details so we can identify it quickly. Unidentified returns will be retained for up to two months while we attempt to identify the sender before being disposed of.

Where collection assistance is requested for non-faulty items, any agreed collection charge will be deducted from your refund. Any applicable charges will be confirmed before collection is arranged.

Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it arrives and before using it. If anything is missing, damaged or incorrect, please contact us within 14 days so we can investigate promptly.

If you report a fault after this 14-day period, please contact our Customer Service team. We will investigate the circumstances and assess your claim in accordance with your statutory rights and any applicable manufacturer's warranty.

Warranty Returns

Warranty returns must include all original accessories supplied with the product, including batteries, blades, charging docks, power leads and any other components provided with the item.

If any original parts are missing, we may ask you to return these separately before your warranty claim can be completed. Any additional postage costs for returning missing components are the customer's responsibility.

Refunds

We aim to process refunds within 72 hours of receiving your return. In all cases, refunds will be issued within 14 days of receiving the returned goods or satisfactory evidence that they have been returned.

Refunds will be made using your original payment method. Please allow up to five working days for your bank or card provider to process the refund.

Exchanges

If you would like to exchange an item, please contact our Customer Service team before returning your order. Any applicable collection or delivery charges will be advised before the exchange is arranged.

Pre-Loved Items

Pre-Loved items can be returned within 14 days of receipt under the Consumer Contracts Regulations 2013, provided they are returned in the same condition in which they were supplied. Standard return charges apply unless the item is faulty or supplied in error.

Gift Vouchers

Gift vouchers cannot be returned or exchanged unless required by law.

Contact Us

If you have any questions about returning an item, please contact our Customer Service team.

Email: customer.service@groomers-online.com

Telephone: (+44) 01635 581958

Returns Address:

Returns Department
Groomers Online
137 Greenham Business Park
Newbury
Berkshire
RG19 6HN

Last updated: October 2026.