Refund policy
Returns & Refunds Policy
We want you to be happy with your purchase from The Dog Store. This policy applies to orders placed online for delivery within the United Kingdom and does not affect your statutory rights.
Changing your mind. If you are a consumer buying online, you normally have 14 days from the day after you receive your goods to tell us that you wish to cancel your order. You then have a further 14 days to return the goods to us. To request a return, email hello@thedogstore.uk with your order number and the item(s) you wish to return.
Condition of returns. Returned goods should be unused, in a resalable condition and, where reasonably possible, in their original packaging. You are responsible for taking reasonable care of the goods while they are in your possession.
Return postage. Unless an item is faulty, damaged, incorrect, or we have agreed otherwise, you are responsible for the cost of returning it. We recommend using a tracked service and keeping proof of postage.
Refunds. Where the statutory right to cancel applies, we will refund the amount paid for the returned goods and the cost of our least expensive standard delivery option. We may withhold the refund until we have received the goods back or you provide evidence that you have sent them, whichever is earlier. Refunds are normally made to the original payment method.
Items that cannot normally be returned for change of mind. The right to cancel may not apply to goods made to your specification or clearly personalised, goods that deteriorate or expire rapidly, and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. This does notaffect your rights where goods are faulty or not as described.
Faulty, damaged or incorrect goods. If an item is faulty, damaged, not as described or you receive the wrong item, contact us as soon as possible at hello@thedogstore.uk. Your rights under the Consumer Rights
Act 2015 are not affected by this policy.
Returns address: The Dog Store, 5 Hawksworth, Sutton Courtenay, Didcot, OX11 7HR, United Kingdom.