Refund policy

Returns and Refund Policy

We want you to be delighted with your purchase, but if not you can return any item to us in its original condition within 14 days of receipt. Please note, certain items cannot be returned for a refund*. This does not affect your statutory rights.

Change of mind: If you wish to return an unwanted item for a refund, the cost of returning the item to us will be your responsibility and at your expense.  We will refund you within 14 days of safe receipt of the item(s). 

Exchange: If you wish to exchange an item for a different product, the cost of returning the item to us will be your responsibility and at your expense.  We will refund you within 14 days of safe receipt of the item(s). If the item you wish to exchange for is a higher price, please provide a contact telephone number so our Customer Services team can contact you in order to process the exchange order and take payment.

If you wish to receive the exchanged item before the returned item has come back to us, you must place a new order, and we will refund the original item in full once it has been safely returned.

Faulty: If the product you have purchased is damaged or faulty, you are entitled to a refund or for the item to be replaced. Please contact our Customer Services team within 24 hours of receipt, and supply photographs of any damage. 

Incorrect item or quantity received: If we have sent you the wrong item, please contact our Customer Services team and we will send you a prepaid returns label in order to return the goods to us. If you have received more or less than you ordered, please contact us so we can rectify this for you.

Missing order: If your order has not arrived, please ensure that you have allowed 5 working days from the day after the order was placed before you contact us. If your order is damaged or lost during the courier system, we will take responsibility for resolving the issue. You have two options:

  1. Resending: We can resend the damaged or lost item to you at no additional cost.
  2. Refunding: If you prefer not to receive a replacement, we will issue a refund to your original payment method within 14 working days.

If you have any other questions about your order, please contact our Customer Service team. 

Customer Services Telephone: 0300 123 0215
Customer Services Email: rspca@linney.com

Lines are open 8.30am - 5.30pm Monday - Friday.
Closed on Saturday, Sunday and public holidays

* Return Restrictions

Our returns and refund policy does not apply to:

  • Donations made to RSPCA, including RSPCA Charity Gifts cards, which are treated as donations.
  • Perishable items such as food, beverages, Christmas hampers and alcohol, RSPCA FleaAway, and WormAway cannot be returned unless faulty or damaged in transit.
  • RSPCA clothing: Please note that RSPCA clothing is managed directly by our partner, Teemill. For instructions on returning purchases from Teemill, please refer to your original order confirmation email or visit the Teemill returns page at https://rspcaclothing.co.uk/.

To Return Your Item

  1. Repack the item in clean resellable condition in its original packaging.
  2. Enclose the delivery note with the returned item(s), including your name, contact telephone number, and order number. Tape the box securely using heavy-duty packing tape.
  3. Address your return to:
         RSPCA Shop
         c/o Linney Returns Department
         Adamsway
         Mansfield
         Nottinghamshire
         NG18 4FN
  4. Post your returned item(s) via an appropriately insured or Signed For service. This will be at your expense. We cannot be responsible for lost returns, so please ensure you retain proof of postage.