Refund policy

Refund and Return Policy

Last updated 7 September 2026

The short version

You have 30 days from the day your order is delivered to return an item for a refund or an exchange. The item needs to be in the condition you received it, and you need proof of purchase, such as your order number.

How to start a return

Contact us through our contact page with your order number and a sentence about what went wrong. We will reply with return instructions and an address. Please do not send anything back before contacting us: returns that arrive without instructions cannot be matched to an order and may not be refundable.

Condition of returned items

Items should come back unused or lightly tried, with any tags attached, and in their original packaging where you still have it. We understand that a harness has to go on a live animal before you know whether it fits, and a short fitting is not a problem. Items returned heavily used, soiled, chewed or damaged beyond a reasonable fitting may be refused, or refunded in part.

Items we cannot accept

Items returned more than 30 days after delivery.
Opened consumable and hygiene items, such as waste bags, replacement filters and training pads, unless the item is faulty.
Gift cards.
Items not purchased from OCLE.

Faulty, damaged or incorrect items

If an item arrives faulty or damaged, or is not what you ordered, tell us within seven days of delivery and send a photograph. We will replace it or refund it in full, including any return postage. You do not need to argue the point with us: a photograph is enough.

Who pays return shipping

If the return is because an item is faulty, damaged or wrong, we pay the return shipping. If you are returning an item because you changed your mind or it did not suit your animal, the return shipping is yours to cover. Your original shipping was free, so nothing is deducted from your refund for it.

Refunds

Once your return reaches us and has been checked, we will email you to confirm. Approved refunds are issued to your original payment method within three to five business days. Your bank or card issuer may then take a further five to ten business days to show the money in your account, which is outside our control.

If more than fifteen business days have passed since we confirmed your refund and you still see nothing, contact us and we will send you the transaction reference.

Exchanges

The quickest way to exchange an item, for instance for a different size, is to return the original for a refund and place a new order. Tell us you are doing this and we will watch for both.

Cancelling an order

If you want to cancel before dispatch, contact us as soon as you can and we will cancel and refund in full. Once an order has been dispatched it has to be handled as a return.