Refund policy

Returns & Refunds 

We want you and your dog to love every ADNO London piece. If something isn’t quite right, we’re here to help.

Eligible items may be returned within 30 days of delivery for a refund, subject to the conditions outlined in our Returns Policy below.

Return Conditions

To be eligible for a return, products must be returned:

  • Unused, unworn and unwashed
  • Free from pet hair, odours, marks or other signs of use
  • With all original tags and labels attached
  • In their original packaging
  • With your order number included

When checking the fit of a harness or collar, we recommend trying it on indoors while your dog is clean and dry.

UK Returns

Eligible items may be returned within 30 days of delivery.

To begin a return, please email info@adnolondon.com with:

  • Your full name
  • Order number
  • Item(s) you wish to return
  • Reason for your return

We'll respond with your return request with instructions and the return address.

Unless an item is faulty, damaged or incorrectly supplied, return postage is the responsibility of the customer.

We recommend returning your parcel using a tracked service and keeping your proof of postage until your return has been processed. ADNO London cannot accept responsibility for returned parcels lost in transit before reaching us.

International Returns

Eligible international orders may also be returned within 30 days of delivery, subject to the return conditions above.

To begin an international return, please contact info@adnolondon.com before sending your parcel.

Customers are responsible for arranging and paying for international return postage unless the product is faulty, damaged or incorrectly supplied, or applicable law provides otherwise.

Please ensure your return is:

  • Securely packaged
  • Sent using a tracked service
  • Sent with all applicable return postage and fees paid

Please retain your tracking information and proof of postage until your refund has been completed.

ADNO London cannot accept responsibility for returned parcels lost or damaged in transit before reaching us. 

Personalised Items & Custom Name Patches

Custom Name Patches are made especially for you and your dog and are non-returnable, non-refundable and cannot be exchanged.

Please check all spelling and personalisation details carefully before placing your order.

If a harness is purchased with a removable Custom Name Patch, the harness remains eligible for return or size exchange in accordance with this policy. The personalised patch should be retained and is not included as part of the return.

If your personalised item arrives faulty, damaged or does not match the details submitted with your order, please contact us so we can assist.

Exchanges & Sizing

If the size isn’t quite right, eligible items may be returned within 30 days of delivery. If we do not receive the items within this timeframe, we can offer you store credit or an exchange. 

Please refer to our Size Guide and measure your dog carefully before ordering.

Bundles & Sets

If you return one or more eligible items from a discounted bundle or set, the bundle discount will no longer apply to the items you choose to keep.

The retained items will therefore be recalculated at their individual selling prices, and your refund will be adjusted accordingly, where permitted by law.

If you wish to change the size of an eligible item within a bundle, we'll honour the original bundle pricing for the replacement item where possible. This does not apply if you choose a different product or colour.

Custom Name Patches remain non-returnable and non-refundable, including when purchased as part of a bundle or set.

Refunds

Once your return has been received, we'll inspect the item and notify you once your return has been processed.

Approved refunds will be issued to your original payment method.

We aim to process returns within 5 business days of receipt. Once processed, your bank or payment provider may require additional time for the funds to appear in your account.

Where statutory refund timeframes apply, refunds will be issued within the applicable timeframe.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, incorrectly supplied or incorrectly personalised by us, please contact info@adnolondon.com as soon as possible.

Please include:

  • Your full name
  • Order number
  • A description of the issue
  • Clear photographs showing the issue

We'll review the matter and arrange an appropriate resolution in accordance with your statutory rights.

Where an item is faulty, damaged or incorrectly supplied, ADNO London will cover reasonable return costs where required.

Items That Cannot Be Returned

Unless faulty, damaged, incorrectly supplied or otherwise covered by your statutory rights, we cannot accept change-of-mind returns for:

  • Custom Name Patches or other personalised products
  • Opened waste bag refills where the applicable hygiene exception applies
  • Gift packaging
  • Products showing signs of use beyond reasonable inspection

Need Assistance?

If you have any questions about sizing, returns or your order, please contact us at info@adnolondon.com and we'll be happy to assist.