Refund policy

We want your dog to love what you bought. If they don't, we'll make it right.

30-day returns

You have 30 days from delivery to request a return. The item must be unused, in the condition you received it, in its original packaging, with your order number or proof of purchase.

Email info@gnawnu.com with your order number to start a return. We'll send instructions and a return address. Please don't send anything back before contacting us — returns sent without prior approval can't be accepted and may be refused.

Damaged in transit or wrong item

Inspect your order on arrival. If anything arrives damaged or isn't what you ordered, contact us within 7 days of delivery with photographs and we'll replace it at no cost to you.

Faulty on arrival

We replace toys that arrive faulty. We do not replace toys your dog has damaged.

If a toy reaches you with a genuine manufacturing fault — something that makes it unusable straight out of the packaging — email info@gnawnu.com within 14 days of delivery, before the toy has been given to your dog, with your order number and clear photographs. We assess every claim at our sole discretion and our decision is final. Where we accept a claim, your sole remedy is one replacement of the same item or a refund of the purchase price, at our election. Our total liability is limited to the price you paid.

Damage caused by your dog is not covered

This is the important part, so we'll be direct about it.

Our toys are built to take a beating, but they are consumable items with a finite life, and no dog toy is indestructible. Damage caused by chewing, biting, tugging, shaking, digging, scratching or ordinary play is not a fault and is not covered — that is the toy doing its job.

We do not offer a durability, chew-through or lifetime guarantee. None of our products are sold as indestructible or chew-proof. We do not replace toys that a dog has destroyed, however quickly it happened.

What is not a fault

Minor cosmetic and construction variation is inherent to how these toys are made. This includes, without limitation, small seam irregularities, loose or visible threads, uneven or gathered stitching, variation in the knit, and differences in shape, colour, finish, filling density or squeaker tone between units.

We also don't cover:

Any damage caused by chewing, biting, tugging, shaking, digging or scratching
A squeaker that is punctured, flattened or silenced after use
Torn fabric, opened seams, or exposed filling resulting from play
Rope fraying, loss of crinkle, thinning or stretching of the knit
Staining, discolouration, odour, matting or general wear
Damage from washing, drying, bleach, heat or cleaning products
Any damage occurring after the toy had already been torn or opened
Damage caused by an animal other than a dog, or by more than one dog
Damage where the toy was left with an unsupervised dog
Toys bought from anyone other than gnawnu.com
Claims made without an order number and photographs

Safe use

Supervise your dog at all times during play. These are toys, not chews or bones, and are not intended to be left with an unsupervised dog.

Choose a toy appropriate to your dog's size, age and chewing style. Inspect the toy before every use, and remove and discard it as soon as it has been torn open or has loose or detached pieces. If you are unsure whether a product suits your dog, consult your veterinarian before purchase.

What is not a defect

Dog toys are consumable items. The following are the result of normal use, are not manufacturing faults, and are not covered:

Any damage caused by chewing, biting, tugging, shaking, digging or scratching
A squeaker that is punctured, flattened or silenced after use
Torn fabric, opened seams, or exposed filling resulting from play
Rope fraying, loss of crinkle, thinning or stretching of the knit
Staining, discolouration, odour, matting or general wear
Damage caused by washing, drying, bleach, heat or cleaning products
Any damage occurring after the toy had already been torn or opened
Damage from use by more than one dog, or by an animal other than a dog
Any damage where the toy was left with an unsupervised dog

We do not replace items more than once per order under this clause, and we do not offer a durability or chew-through guarantee. No dog toy is indestructible, and none of our products are sold as chew-proof.

Please supervise your dog during play, and remove and discard any toy that has been torn open or has loose or detached pieces.

Non-returnable

Gift cards, and any item marked final sale.

Exchanges

The fastest way is to return what you have, and once approved, place a new order for what you want instead.

Refunds

Once we receive and inspect your return we'll email to confirm whether it's approved. Approved refunds go back to your original payment method within 10 business days. Your bank may take additional time to post it.

Original shipping costs are non-refundable. Return shipping is the customer's responsibility unless the item arrived damaged or incorrect.

If more than 15 business days have passed since we approved your refund and it still hasn't appeared, email info@gnawnu.com.

Questions

info@gnawnu.com — a real person answers.