Refund policy

We hope you and your dog love your By Yuki pieces. If something isn’t quite right, you have 14 days from the day you receive your order to request a return.

Items must be returned in their original condition and original packaging, with all tags attached.

Please do not remove the protective film from any hardware unless you have decided to keep the item. Items must be clean, free from pet hair and must not have been worn or used outdoors.

We reserve the right to refuse returns that do not meet our return conditions, subject to your statutory consumer rights.

You can request a return through our online return option using the details associated with your order.

Once your return request has been accepted, you will receive instructions on where to send your return.

After notifying us that you wish to return your order, your return must be sent back within 14 days.

Please do not send items back without first registering your return.

Return shipping costs are the responsibility of the customer. You are free to choose your preferred shipping carrier.

We strongly recommend using a tracked shipping method and keeping your proof of postage until your refund has been completed. By Yuki cannot be held responsible for return parcels that are lost in transit.

Personalized or custom-made items, including personalized charms, are made especially for you and cannot be returned or exchanged.

Please make sure all personalization details are correct before placing your order, as these items cannot be changed or cancelled once production has started.

This does not affect your rights if a personalized item arrives damaged, defective or incorrect.

Please inspect your order upon arrival. If your item is damaged, defective or you have received the wrong item, please contact us as soon as possible so we can make it right.

In these cases, please do not arrange a return yourself before contacting us.

We do not offer direct exchanges.

If you would like a different size, colour or product, please return your original item and place a new order.

Once we have received and inspected your return, we will notify you about your refund.

Approved refunds will be issued to your original payment method.