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Returns

Effective Date: 03 November 2025

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Legal Disclaimer
This Refund Policy is provided for informational purposes only and reflects the practices of Mabel Green Studio. It is not intended as legal advice. For specific guidance regarding your rights or obligations under UK law — including the Consumer Contracts Regulations — please consult a qualified legal professional.

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1. Overview
We want you to be completely happy with your purchase. If any aspect of your order leaves you dissatisfied, please email us directly; we are here to help.

 

This policy outlines the process for handling refunds on orders placed through our website.

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2. Eligibility for Refunds
You have the right to cancel your order within 14 calendar days from the day you (or your nominated recipient) receives the goods in accordance with UK Consumer Contracts Regulations.


To qualify for a refund:​

  • Items must be unused, in their original condition, and suitably packaged

  • You must contact us by email within the 14-day window: hello@mabelgreenstudio.co.uk

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FeliFeed® and CaniFeed® Collar Sizing Exchanges

If you realise you've ordered the wrong size and the collar packet remains sealed, we will offer an exchange for the correct size.


•  The size label is clearly printed on the front of each package — please check this before opening
• The customer must cover postage costs for the exchange
•  We cannot accept exchanges for collars that have been used
•  Any replacements or exchanges will only be dispatched once the original item has been received safely back

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3. Exemptions and Faulty Items
Refunds may not be available for:

  • Custom-made items

  • Hygiene-sensitive products, including FeliFeed® and CaniFeed® collars, that are prepared to a specific size or specification and sealed for health protection

 

These items are non-cancellable once the seal is broken, unless they arrive damaged or faulty.

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​If your item arrives damaged or faulty:
We take pride in the quality of our craftsmanship. If you discover a manufacturing fault—such as a loose seam or fraying—within 30 days of receiving your order, please email hello@mabelgreenstudio.co.uk.

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Include a clear photograph and a brief description of the issue. We assess every situation individually to reach a fair outcome, whether that is a repair, replacement, or refund. Items confirmed as faulty are eligible for a full reimbursement, including original shipping and any return postage costs.

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Please note: We are unable to accept returns for faults resulting from general wear and tear, or items that have been damaged after use.

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Gift Wrapping Fees

The optional £5 gift‑wrapping service is non‑refundable. Gift wrapping is a completed service and cannot be reused or returned. If you return a product for a refund, the item cost will be refunded in line with this policy, but the gift‑wrapping fee will not be included.

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4. Returns and Refund Timeline
Return postage costs are the responsibility of the customer, unless:

  • The item is faulty or damaged

  • Your return qualifies under the 14-day cancellation period outlined in the UK Consumer Contracts Regulations

 

In either case, we will also refund the original delivery cost (standard shipping only). Upgraded delivery options — such as Royal Mail Special Next Day Guaranteed — are non-refundable.

 

Once your return is received and inspected:

  • A refund will be issued to your original payment method within 14 calendar days

  • You will receive a confirmation email once the refund is processed

 

We recommend using a tracked service for peace of mind.

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5. Refunds and Payment Methods

All refunds must be issued to the original payment method used at checkout. This includes card payments, Apple Pay, Google Pay, and PayPal.

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If you paid using PayPal’s “Pay in 3”, your refund will be processed by PayPal. Once we issue the refund, PayPal will automatically adjust or cancel your instalment plan. Any instalments you have already paid will be refunded to you via PayPal, and any remaining instalments will be cancelled. All instalment agreements are managed directly by PayPal, and any questions regarding your Pay in 3 plan should be directed to them.


If your card has expired or you’ve changed banks, your bank should automatically redirect the funds to your new account. This applies whether you’ve received a replacement card or used the Current Account Switch Service.

 

This process is in line with UK payment regulations and anti-money laundering guidance.

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Mabel Green Studio does not have access to any customer bank details or payment account information. If you're unsure about receiving your refund, you should contact your bank directly - they will be best placed to assist you.

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6. UK Coverage
This Refund Policy applies to all customers within the United Kingdom, including England, Wales, Scotland, and Northern Ireland.

 

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