Refund policy

Refund & Return Policy – Happy Lion

Thank you for shopping at Happy Lion, an online pet store based in the United Kingdom. We want every Pawrent to feel confident when shopping with us, and we are committed to providing fair, friendly and transparent service. This Refund Policy explains when returns and refunds are accepted and how replacements are handled.

1. Eligibility for Returns

To be eligible for a return, your item must:

  • Be unused, unworn, and in the same condition as received.

  • Be in its original packaging with all tags attached.

  • Include proof of purchase (receipt or order confirmation).

You must notify us of your intention to return within 14 days of receiving your order. Please note that certain items are non-refundable (see Section 2).

2. Non-Refundable Items

The following items cannot be returned or refunded:
a) Personalised or customised products.
b) Wedding items – all wedding-related pet products (including tuxedos, dresses, and collars) are made to order and therefore non-refundable unless faulty or incorrectly supplied.
c) Items that have been used, damaged, or altered after delivery.
d) Gift cards or promotional vouchers.
e) Final Sale items.

3. Sizing Issues – Free Replacement Guarantee

We know how tricky pet sizing can be, so if the item you ordered doesn’t fit your pet, we’ll send you a replacement in the correct size free of charge.

To qualify:

  • The original item must be returned in unused condition, with tags and packaging.

  • You must notify us within 14 days of receiving your order.

  • Photos may be requested to help us confirm sizing and assist in recommending the correct fit.

We will cover the shipping cost of sending the replacement item. Return postage of the original item is the customer’s responsibility (unless the product was faulty or wrongly supplied).

4. Process for Returns

  1. Contact Us: Email our support team at support@happylion.com within 14 days to request a return or replacement.

  2. Approval & Return Number: Once approved, you will receive a Return Authorisation Number (RAN) and instructions.

  3. Return the Item: Securely package the item, include the RAN, and return it.

  4. Refund or Replacement: Depending on your request and eligibility, we will either:

    • Issue a refund (see Section 5), or

    • Provide a free replacement for sizing issues, or

    • Replace faulty/incorrect items at no extra cost to you.

5. Refunds

  • Approved refunds will be issued to your original payment method within 5–10 business days.

  • Additional processing time may be required by your bank or card provider.

  • You will receive email confirmation once your refund has been processed.

  • If more than 15 business days have passed since your refund was approved and you have not received payment, please contact us at refunds@happylion.co.uk.

6. Damaged, Defective, or Incorrect Items

If you receive a defective, damaged, or incorrect product:

  • Contact us immediately and include photos of the item and packaging.

  • We will arrange either a replacement, a partial refund, or a full refund.

  • Return shipping will be covered by us in these cases.

7. Cancellations & Order Modifications

  • Orders may be cancelled or modified if requested before dispatch.

  • Once shipped, we are unable to cancel or amend your order.

8. EU 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the legal right to cancel or return your order within 14 days of receipt. Items must be unused, in their original packaging, and accompanied by proof of purchase. Exclusions apply for personalised or wedding-related items (as outlined in Section 2).

9. Changes to This Policy

We may update or amend this Refund Policy from time to time. Any changes will take effect immediately upon posting on our website.

📩 For returns or refund enquiries, please contact:
support@happylion.com
refunds@happylion.co.uk