Refund policy

Refund & Returns Policy

Buyzy operates a 30-day return policy. You have 30 days from receiving your order to notify us you'd like to return it and to send it back. This exceeds the 14-day minimum required by the UK Consumer Contracts Regulations 2013.

1. What can be returned

Items must be:
- In their original, unused condition
- With all tags and packaging intact
- Accompanied by your order number

2. What cannot be returned

For hygiene and safety reasons, the following cannot be returned once opened or used:
- Pet food, treats, chews and supplements (including Country Pursuit dog food and Hemp Calming Chews)
- Used or worn items where hygiene is a concern
- Personalised or custom-made products

You may still return these if they remain sealed in the original packaging.

3. Damaged, defective or wrong items

If your order arrives damaged, defective or incorrect, please email info@buyzy.co.uk within 14 days of delivery with:
- Your order number
- Photos or a short video showing the issue

For these cases, you do not need to physically return the item — we'll arrange a refund or replacement based on the evidence.

4. Return postage

For buyer's-remorse returns (you've changed your mind), the customer is responsible for return postage. We recommend using a tracked service — Buyzy is not liable for returns lost in transit.

For damaged, defective or incorrect items, we cover the cost — see Section 3.

5. Return address

Returns should be sent to:
Buyzy
21 Story Street
Hull HU1 3SA
United Kingdom

Please include a note with your order number inside the package.

6. Refunds

Once we've received and inspected your return, we'll notify you by email within 3 business days. If approved, your refund will be issued to your original payment method within 14 days of us receiving the item.

For buyer's-remorse returns, we refund the product cost; original outbound shipping is non-refundable.

For damaged, defective or incorrect items, we refund the product cost and the original outbound shipping in full.

7. Exchanges

The fastest way to exchange an item is to return the original and place a new order separately. This avoids stock-availability delays.

8. Late or missing refunds

If you haven't received your refund 14 days after we've confirmed it, please check with your bank or card provider first — processing times can vary. If still missing after that, email info@buyzy.co.uk.

9. Order never arrived

If your order hasn't arrived within 21 business days of dispatch, email info@buyzy.co.uk and we'll investigate with the courier. If the package is confirmed lost, we'll reship or refund in full.

Contact
Email: info@buyzy.co.uk
Phone: 07415479766 (Mon-Fri 10am-4pm)
Address: 21 Story Street, Hull HU1 3SA, United Kingdom