Returns & Warranty
Puppy life is unpredictable. Our returns policy isn't.
We make kits we'd give our own puppies. If something arrives faulty, or the kit isn't right for you, tell us. We'll sort it out.
If something's faulty
Every Olliwo kit is covered against manufacturing defects for 12 months from delivery.
Something not working the way it should? Email hey@olliwo.com with a photo and a quick description. We'll take a look and send a replacement or refund — whichever you'd rather have.
No need to ship the faulty item back first. We'll let you know if we need it.
If you've changed your mind
Wrong color, duplicate gift, second thoughts — all fine. We'll take it back within 30 days of delivery, as long as:
- The kit is unused, tags attached, packaging intact
- Everything that came in the box is still in the box
- It's in resalable condition, ready for the next puppy parent
Used, missing tags, or opened packaging? We can't take those back. Worth giving the kit a once-over before the puppy gets to it.
How to start a return
- Email us at hey@olliwo.com with your order number and what's happened.
- We'll get back to you. We're a small team, so give us a few business days. Every email gets a real reply.
- Send it back. Change of mind, shipping's on you. A fault or our mistake, it's on us.
Once your kit reaches us, we'll process the refund within 3 business days. From there it's down to your card issuer or bank — most land within 5 to 10 business days.
Bought on Amazon? Returns run through Amazon's own process. Email us anyway if something's faulty — we'd rather know.