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Returns & Refunds

Exchanging an item/order

If you wish to return an item for an exchange, please let us know within 10 calendar days of receiving the goods by email on info@mydogstuff.co.uk Please note that we can only accept goods for exchange if they were originally ordered through wwwmydogstuff.co.uk (“Our Website”).

Please also note that we cannot accept goods that are not in a re-saleable condition or that have been used, or that show signs of excessive handling, unless the goods were damaged or faulty when received. Excessive handling means any more handling than is reasonable required to ascertain the nature and characteristics of the goods in question, for example no more than would be permitted in a shop.

We are not able to accept goods that were made to order for an exchange unless they are faulty.

Goods are returned at your own cost, unless an item is shown to be faulty when received or has been incorrectly supplied . Our address for returns is: 192 Ashburton Road, Hugglescote, Leicestershire, LE67 2HD.

 

Returning an order for a refund

Please return your item unused and in original condition (including all labels and tags intact) with proof of purchase within 28 days, and we’ll give you an exchange or refund, as long as your returned product meets our terms and conditions. Any items requested for return/returned after the 28 day return period will be issued store credit.

Please also note that we cannot accept goods that are not in a re-saleable condition or that have been used, or that show signs of excessive handling unless the goods were damaged or faulty when received. Excessive handling means any more handling than is reasonable required to ascertain the nature and characteristics of the goods in question, for example no more than would be permitted in a shop.

We are not able to accept goods that were made to order for a refund unless they are faulty.

Please be aware that we’ll only process your refund once the item has been returned to and checked by our specialist; this can take up to 14 days.

Returning a faulty item

If your product develops a fault within 30 days of purchase, please contact our Customer Service team on +44 (0) 1530 682238 or via email: info@mydogstuff.co.uk and return with proof of purchase and we can repair, refund, or exchange the item. 

After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

 

Returning a Made-to-Measure item

Made-to-measure, personalised and bespoke orders cannot be returned unless found to be faulty or defective. If the goods are found to be defective, follow the procedure set out above and we will do all we can to either send out a brand-new item or offer a full refund. 

 

Returns Requirements

Please return the items to : My Dog Stuff, 192 Ashburton Road, Hugglescote, Leicestershire, LE67 2HD  following the procedure below:

1. Pack the product in its original packaging
2. Pack the product to avoid damage during transit
3. Include a copy of your original delivery note or your name address, phone number, order number and whether you require a refund or a replacement

Please note: we will refund the cost of the item/s returned once received by us. Unfortunately personalised, custom, or bespoke products cannot be returned or refunded unless they are defective. 

 If you require a returns label to be provided, please send  an e mail to : info@mydogstuff.co.uk and we will provide one and deduct this amount from your refund (This will not be deducted in the case of faulty or incorrect goods.

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