Delivery and Returns

Delivery and Returns

1. Delivery information:

Delivery time

We dispatch orders Monday to Friday, to arrive on a 3-5 working-day basis. Providing an item is in stock, we do our best to dispatch orders received by 11:30am on the same day – although this may change during peak periods. Please note that any orders placed with a “next working day” service after 11:30am will be dispatched the next working day.

Carriage charges

We use different delivery methods to ensure the most efficient service is available to you, including either Free Royal Mail/Whistl 2nd Class delivery or Yodel (1-2 days) tracked at a charged rate. Our delivery charges depend on a few factors including the weight and size of your order.

All parcels to Mainland UK, Northern Ireland and Isle of Man addresses are delivered free of charge (Exclusions apply). We are currently not able to deliver outside UK Mainland, Northern Ireland and Isle of Man.

EXCLUSIONS:  For some products delivery charges will apply. YuM Plaq Attaq Dental Sticks, £1.99 chargeable delivery will be applied to the basket with order values of £29.00 or less. 

For the Pet Bed range, the following delivery charges will apply:

Small Pet Bed - £5.00

Medium Pet Bed - £10.00

Large Pet Bed - £20.00

Ensuring smooth delivery

Deliveries by Royal Mail/Whistl or Yodel do not require a signature. If your order is shipped via Yodel and will not be in during the 2-hour delivery window, you can choose for your parcel to be redelivered or left in a safe place via your tracking link. More information about suitable safe place locations can be found here:

If your parcel is damaged when it arrives, please contact our Customer Care Team (details below). Note: When placing an order, we ask you to supply a daytime phone number so we can contact you quickly if there is a query with your order.

2. Returns & Exchange procedure

We will cover the cost of returns if you process the return within 28 days of the order.

You can return the products:

  • If they are faulty or misdescribed.
  • If you are cancelling the order because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so because of something we have done wrong.
  • If you are claiming under ‘See The Difference Guarantee’

If you would like to make a return, please follow the steps listed below.

How to access and log in to the returns portal.

To access YuMOVE returns portal, please follow the below steps.

  1. From the homepage please click on the Account icon and log in.
  2. Click Order History.
  3. Click the Order’s order number that contains the product you wish to return.

How to process a Return in the Portal

Verify your Account

Step 1. Enter your order email.

Please enter the original order email you used for the merchant where you are starting the return.

Step 2. Open your inbox.

You will be sent a 6-digit OTP (One time passcode) to the order email you entered in step 1.

Step 3. Enter your OTP

Enter the 6-digit code back in the Web App. Click "confirm" when you are done.

Place your return

Step 1. Select your order.

As you login you will see all orders that you can return to us. At the top you will see the order with the fewest days to return.

Click on the order that you want to return.

Step 2. Select the items to return.

After clicking on the relevant order, you will see an overview of all the items in that order including price and quantity.

To start your return, click on the item you want to send back; choose the most suitable reason for return from the list provided; and hit the "Continue" button.

Step 3. Preview and place your return.

Review your returns preview, if all the details are correct on the return preview click (or swipe) the confirm button.

Step 4. Select a drop off location

You’ll receive an email confirmation that contains all the necessary details for your return.

Locate the link labeled 'Dropoff Directions'. This will provide you with a list of all our convenient drop-off points.


Returns Eligibility: Dog Mobility Support and Pet Bed product range

  • All products MUST be in as-new, undamaged condition, with label attached and in the original packaging, to receive a full refund.
  • All products MUST be returned within 28 days of receiving your purchase.
  • Items returned to us without notification will NOT be eligible for a refund or exchange.
  • We will NOT accept returns on any products that are not as-new. This includes but is not limited to damage, hair & smells.

Exchange (Only available on 
Dog Mobility Support and Pet Bed range)

We understand that your purchase may not be the right fit for your pet the first time. All exchanges must be made within 28 days of receiving the product. To exchange your product for a different size, please contact our Customer Care Team on 01462 416866 or by email at If the item being exchanged is not returned in a “new” condition with the label and in the original packaging, or is damaged, the exchange may be rejected. 

Please ensure the products are returned in the original packaging and are packaged adequately to prevent damage in transit.

Customer Care Details

If you have any questions about delivery or returns procedure, please contact us using the following details:

  1. Phone. Call the Customer Care Team on 01462 416866. Please provide your name, home address, telephone number, email address and details of the order.
  2. By email or post. Write to us by email at or by post to Customer Care at YuMOVE, Lintbells Ltd., West Barn, Fairclough Hall Farm, Halls Green, Weston, Hitchin, Hertfordshire, SG4 7DP. Please confirm that you wish to cancel the order and include details of purchase, dates of order or receipt of product, and your name and address.
  3. If you are unable to use the returns portal, please return the product to: YuMOVE, Unit 6 - Butterfield Business Park, LUTON, LU2 8DL.


3. Purchasing from us - Your contract with us

Placing an order

Choose the products you wish to buy using the product categories or search facilities on the website. You can easily edit or delete items from your shopping basket by clicking on the basket icon in the top right of your screen.

As you add items to your basket they will be stored against your visit. This means, if you leave our site and come back, the items in your basket will still be there.

YuMOVE uses 'cookies' to keep track of what is in your basket and to remember you when you return to the site. To shop at you need to have all cookies enabled. Find out more about cookies and how we use them.

Completing your transaction

Once you are happy with your selection, head to the checkout where you will be required to give your name, address, delivery and payment details over a secure server connection.

Once you have checked out, you will receive an email confirming your order.

When you place an order online, you are making an offer to buy goods. We will send you an email acknowledging that we have received your order. When a delivery is delayed due to stock availability or unforeseen factors, we will let you know as soon as possible. We will also provide an estimate of the dispatch date, and you may cancel your order if this is unacceptable.

If you decide to cancel your order under these circumstances, we will refund to your card within 1 working day. Similarly, we will refund within 5 working days of receiving your order if we discover we are unable to supply the item due to stock availability or unforeseen factors including pricing errors.


4. Cancellation and exchanges


You can cancel your order and return the product to us within 28 days of the date of delivery. 

If you cancel the order after products have been dispatched or you’ve received them, you must return them to us. You have 28 days to tell us that you wish to cancel the order and return the product back to us from the date of delivery. To do so, please follow the Returns Procedure above. You must send the products as soon as possible after telling us you wish to cancel the order. For Dog Mobility Support and Pet Bed products please check the Returns Eligibility above.

This cancellation policy does not affect your statutory rights.


5. Refund Policy

If you’re entitled to a refund under these terms, we’ll refund the price you paid for the products – including delivery costs – by the method you used for payment. However, we may make deductions from the price as described below.

Refund deductions

  • We may reduce your refund (excluding delivery costs) to reflect any reduction in the value of the products if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. Please also see Returns Eligibility for returns of Dog Mobility Support and Pet Bed products.
  • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.


Refund time

  • Your refund will be made within 5-10 working days from the day we receive the product(s) back. Refunds cannot be provided until the product has been received back into our our warehouse.
  • In all other cases, your refund will be made within 14 days of you telling us you’ve changed your mind.


6. Lost or undelivered products

In the event of a lost or undelivered products you must contact Customer Care Team via email ( or telephone 01462 416866 within 28 days of your order confirmation email. Any orders reported as lost or undelivered after the given 28 day period will not be eligible for a refund or replacement.

7. Faulty products

If the products are in any way defective, please contact us immediately. We will deal with this in accordance with your legal rights.

8. Payment

We accept the following methods of payment:

  • Visa
  • MasterCard
  • American Express
  • PayPal
  • Shop Pay
  • Google Pay


9. VAT

All prices are inclusive of VAT, excluding:

  • YuMOVE Working Dog
  • YUMOVE Horse Joint
  • YUMOVE Horse Plus