We want you to love your items as much as we do, but we recognise that sometimes things don’t always go to plan, so we are happy to offer cancellations, refunds and returns upon the following conditions.
Please make sure you read and understand our policies before placing an order. If you have any questions, please get in touch with us at firstname.lastname@example.org.
Our Returns Policy is 28 days. Please follow our Return & Refund Process:
- Email email@example.com within 14 days of receiving your order, with order number and reason for your return. We will respond with instructions on how to return your order.
- Items must be returned within 28 days of receiving your order, with order and customer details contained within. Customer is responsible for any Return postage costs. We advise only using tracked services and to always retain proof of postage.
- Refunds will be notified via email. Accepted refunds will be credited to the original payment method.
Returns Policy Terms
Items must be returned within 28 days from the date you receive your order. UK orders are advised to be sent via a Post Office.
To be eligible for a refund, items must be returned in a brand new resalable condition, unused, hair and dirt-free and with tags attached in original packaging. If returning the whole order you must also return any free gifts included.
Ensure you include your order number and customer details within the return parcel so we can process the return.
We aim to review returns within 3 working days. You will be notified via email if the return was approved or rejected in line with our policy. Approved returns are refunded to the original payment method only. Please see refunds for more information. If an item is returned in an unsalable condition customers will be liable for postage costs to send the item back to the original address on the order.
Returns that were eligible for free delivery will be liable for the original postage cost of Royal Mail Tracked® 48 if the full order is returned. This will be deducted from the total refunded amount. In addition, we do not refund postage costs. Postage is paid direct to Royal Mail and considered a separate service to the amount paid for our products.
Returns posted after 28 days will be issued a credit note and will not be eligible for a refund. Credit notes are issued at our discretion and we reserve the right to update our policies at any time.
Once we have processed a refund it can take up to 10 working days to appear in your account depending on your bank account. Bank process times vary and can be longer for international banks outside of the UK.
Please contact your bank if your payment is later than advised by your bank. If you have still not received funds after contacting your bank, please email us at firstname.lastname@example.org and we will do our best to help resolve this matter with you.
Please note we do not refund postage costs.
If you wish to cancel your order, please email us at email@example.com, with ‘Cancellation Request’ and your order number in the subject line of the email so we may prioritise your request before dispatching your order.
If your order has not yet been dispatched, we can issue you a full refund including any postage paid. You will be notified via email if your request has been successful and any refunds will be made automatically to the original payment method.
If your order has already been dispatched at the time of the cancellation request, you will be notified via email that your request has been unsuccessful. Should you wish to return the item once received, you will be responsible for return postage costs. Please see Returns Policy for more information on how to return an order.
We do not offer exchanges on any order due to limitations on stock. Please place a new order and we will issue a refund on unwanted goods in line with our Returns Policy.
Lost, delayed or damaged parcels
All parcels are sent via Royal Mail tracked services, please check the tracking info on your order email should you experience any postal delays. If your parcel is lost or arrives damaged, please contact Royal Mail directly using this link.
Should you receive the wrong item in your order, please contact us immediately via firstname.lastname@example.org with your order number and details of the incorrect item received. We aim to respond within 2 working days and will send details via email and rectify the issue as soon as possible.
Our products have been tested by a UK based UKAS Accredited Laboratory to ensure they meet UK and UE standards. All products are quality checked by us before dispatch and also during the packing process. The customer accepts all responsibility to check all aspects of the product are in perfect working order and suitable for their intended dog on arrival as we cannot guarantee damages will not occur in postal transit. In addition the customer must check items are in safe working order before each use.
In the very rare case you receive a faulty item on delivery and the parcel was not damaged in transit, please contact us immediately at email@example.com with your order number/receipt, details of the fault along with photographs for reference so we arrange a replacement where possible.
We make every effort to ensure our products are high quality, so should you notice a fault occur with any of the main components within the first 28 days of receipt, please contact us immediately at firstname.lastname@example.org with your order number/receipt, details of the fault along with photographs for reference so we can promptly find a solution for you.
We will only address suspected faulty items after 28 days if all product tags are attached and it has not been used.
We will aim to respond to the issue within 2 working days of your email. Replacement products are based on availability of stock.
Our products are not indestructible and fair usage policy applies with regard to used faulty items. Please see our Safety Notice & Product Disclaimer for more information.
We regret that we cannot accept refunds on gift cards. Please see our gift card terms and conditions for more information.
We regret that we cannot accept returns or issue refunds on sale items unless the product is damaged or faulty. All sale items are final.
Credit notes can only be exchanged for goods, including gift cards and cannot be exchanged for cash refunds.