-We appreciate that from time to time some of our customers may make a purchase that they wish to return for an exchange, or a refund. We offer a full refund or an exchange within 14 days of delivery.
Please note: When you confirm an online order, you are making a web exclusive purchase, this means our online store works independently from physical store in Brighton, therefore your statutory rights as an online customer will be different.
-We are not able to deal with returns or exchanges in-store. Please do not return your item to us until you have contacted us first at firstname.lastname@example.org. We will be able to confirm this within 24hrs; excluding Sundays and Bank holidays' or stated otherwise in an automated reply. You will then have a further 14 days to get the item back to the address.
-The item must be returned to us in ‘Saleable Condition’ this means that the item is in the condition you purchased it, unused, unworn & without any marks, i.e. pet hair, bite marks, food, grease, dirt, etc. Also, please take care not to scent the item with perfume.
-The buyer takes FULL responsibility whilst ensuring our products are the correct size, and their dog is safe and comfortable. We advise our buyers to be 100% confident the item is suitable before it is used, as this will affect its condition and its saleability.
-We cannot process a refund or exchange until we have received it. Make sure the item is securely packaged; as we do not take responsibility for any products damaged or lost on their way to us. We recommend shipping your return with a tracked + insured service for added peace of mind.-
-The buyer is responsible for any return costs, unless the item is faulty -
-If the item is a bespoke purchase, personalised or perishable, we do not offer a refund unless the item is faulty.
- Goods are considered faulty if they are damaged as new, or a fault becomes apparent during initial use. If your item has become damaged through regular wear or tear after 30 days, we will always offer to repair the item if we can. We will not be able to refund or exchange the item.
- We will email you confirming the refund is being processed, please allow up seven working days for us to arrange your refund, further delays may result depending on your bank or creditor.
Feel free to email email@example.com for any enquiries on products, complaints or feedback. Our customer's satisfaction is extremely important to us and we aim to respond to these within 48 hrs, unless stated otherwise in an automated reply.