My returns policy is in compliance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
General Returns Policy
You can return your dog lead (leash) for a full refund or exchange if you change your mind, provided you meet the following conditions:
Time Frame: You must return the item within 30 days from the date you received it.
Condition: The dog lead must be unused, clean (free from pet hair, dirt, or odors), and in its original, saleable condition with all tags attached.
Proof of Purchase: A valid receipt, order confirmation, or proof of transaction is required.
How to Initiate a Return
Contact Us: To initiate a return, please contact our customer service team at [Insert Email Address] or use our online returns portal. Please quote your order number and the reason for the return.
Packaging: Securely package the item to prevent damage during transit.
Return Shipping:
Change of Mind: You are responsible for the cost of return shipping for unwanted items. We recommend using a tracked service and obtaining proof of postage as we cannot be responsible for items lost in transit.
Faulty Items: If the item is faulty, we will cover the return postage costs and provide you with a pre-paid returns label.
Exceptions and Special Cases
Faulty or Damaged Items: If your dog lead is faulty or arrives damaged, please contact us immediately (within 48 hours of delivery). We will arrange a replacement, repair, or full refund, and we will cover all associated postage costs. Your statutory rights remain unaffected.
Personalised/Custom Items: We regret that we cannot accept returns for custom-made or personalised dog leads unless they are faulty.
Used Items: We cannot accept returns on dog leads that show signs of use, wear and tear, or damage caused by pets (e.g., chewing, dirt).
Refunds and Processing Time
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 7-10 working days to your original method of payment.
For any questions regarding our returns policy, please contact me