Refund policy
Returns & Refunds
We hope you and your dog love your purchase from The Spoilt Dog Co. If something isn’t right, we’re here to help.
30-day returns
We offer a 30-day return period for most items, meaning you have 30 days after receiving your order to request a return.
To be eligible for a return, the item should be in the same condition in which you received it, unworn or unused, with tags and, where reasonably possible, in its original packaging. You’ll also need your receipt or proof of purchase.
To request a return, please contact us at bsand37@me.com before sending anything back. We will provide instructions explaining where and how the item should be returned. As some of our products are supplied by different fulfilment partners, please do not return an item to an address on the original packaging without contacting us first.
Unless an item is faulty, damaged, incorrectly supplied or not as described, the customer is responsible for the cost of returning it.
Damaged, faulty or incorrect items
Please inspect your order when it arrives and contact us as soon as possible if an item is defective, damaged, incorrect or not as described. We will investigate and arrange the appropriate replacement, refund or other remedy.
Personalised products
Products made or personalised specifically for you cannot normally be returned simply because you change your mind. This does not affect your rights if the item is faulty, damaged or not as described.
Changing your mind
UK consumers have a statutory right to cancel most online purchases within 14 days of receiving the goods. After notifying us that you wish to cancel, you normally have a further 14 days to return the goods. Certain goods, including personalised or custom-made products, may be exempt from this cancellation right.
Our 30-day returns policy gives you additional time to request a return and does not affect your statutory rights.
Sale items
Sale or discounted items can be returned in accordance with this policy unless another lawful exception applies. Your statutory consumer rights are not affected.
Exchanges
If you would like a different size, colour or product, please contact us. In many cases the quickest solution will be to return the original item and place a new order.
Refunds
Once your return has been received and inspected, we’ll let you know whether the refund has been approved. Approved refunds will be made to your original payment method. Please remember that your bank or card provider may take additional time to process the refund.
Nothing in this policy affects your statutory rights under UK consumer law.