Returns Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we are cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused, unworn, unmarked and in the same condition that you received it, so that we can return it to stock again. Please ensure that dog collars and belts don’t have any stretching of the buckle holes, and labels and bags are all returned in a saleable condition. 

Refunds (if applicable)

Once your return is received we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you return/refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.  Please allow a few days for the refunded amount to appear on your statement.

Late or missing refunds (if applicable): If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us via email at

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We normally only replace items if they are defective or damaged.  If you need to exchange your item for the same item (eg. a different size) please send us an email at and we’ll do our best to help!

Faulty Items

Please ensure that you check all items on receipt of your order, as faulty or damaged items MUST be reported within 7 working days of receiving the parcel.

If your purchase is faulty please contact us by email immediately at and make us aware there is a problem.  

We will refund the original purchaser for any return costs of faulty goods and if you decide not to replace the item, the original delivery cost if applicable. To be eligible your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We cannot accept the return of any item not in its original condition, damaged or missing parts for reasons not due to our error.

Please ensure all items are returned in a new and unused condition with the original bags/tags etc.

WILD at HEART Kenya cannot be held responsible for non-receipt of returned goods so please ensure you use a 'tracked' delivery solution. Items lost in transit will not be treated as returned.

Shipping Return Items

To return your product, you should mail your product to:

161 The Grampians
Shepherds’ Bush Road
W6 7NB
United Kingdom


You will be responsible for paying for your own shipping costs for returning your item unless it’s the return of a faulty item. Shipping costs are non-refundable. If you receive a refund, please be aware the cost of the original shipping will be deducted from your refund (unless the item is faulty).

Depending on where you live, the time it may take for an exchanged product to reach you may vary.