Refund policy
Returns
We want you to be 100 per cent thrilled both with our products and our service. We therefore have a 30-day no quibble returns policy. If it's more than 30 days since you received your product, we may still be able to offer an exchange or credit. Just send us an email with your original order number and we'll try to sort something out.
We want you to be 100 per cent thrilled both with our products and our service. We therefore have a 30-day no quibble returns policy. If it's more than 30 days since you received your product, we may still be able to offer an exchange or credit. Just send us an email with your original order number and we'll try to sort something out.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging (but don't worry if it isn't).
To complete your return, we require a receipt or proof of purchase. If you've lost this, send us an email and we may be able to cross-reference your details with the order history and find you.
With regret, we're not able to refund the following:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery - but if that's a problem, please just send us an email and we'll try to get you sorted, within reason.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery - but if that's a problem, please just send us an email and we'll try to get you sorted, within reason.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund (this is of course normally fine - but please don't return anything that's obviously been worn by your dog and that we won't be able to re-sell).
Once your return is received and inspected, we will send you an email to let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund (this is of course normally fine - but please don't return anything that's obviously been worn by your dog and that we won't be able to re-sell).
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a matter of days.
With regret, we do not refund for return postage costs if you decide, for example, that you are unhappy with the finish, quality, colour (or the colour was not an exact match to the colour you saw on your screen), fittings or other considerations.
Faulty Goods and Fair Wear and Tear
We're happy of course to exchange or replace any faulty goods - within reason. Please send us an email. Please keep in mind fair wear and tear. Naturally, environmental conditions are outside our control. So if you apply spot-on flea treatment to your dog and it damages the leather, that is not the fault of our product. Likewise, if the product has been damaged in circumstances outside our control, that is not the fault of our product - but we are happy to consider a repair service. Fees may apply and you will have to cover all postage costs. Where this occurs after one year of use, please let us know and we will see what we can do with respect to repair. We provide a goodwill guarantee on our leather stitching but if the leather is evidently damaged from repeated exposure to water (leather is a natural product and will deteriorate if not treated correctly and/or water-damaged), this may invalidate our guarantee.
We're happy of course to exchange or replace any faulty goods - within reason. Please send us an email. Please keep in mind fair wear and tear. Naturally, environmental conditions are outside our control. So if you apply spot-on flea treatment to your dog and it damages the leather, that is not the fault of our product. Likewise, if the product has been damaged in circumstances outside our control, that is not the fault of our product - but we are happy to consider a repair service. Fees may apply and you will have to cover all postage costs. Where this occurs after one year of use, please let us know and we will see what we can do with respect to repair. We provide a goodwill guarantee on our leather stitching but if the leather is evidently damaged from repeated exposure to water (leather is a natural product and will deteriorate if not treated correctly and/or water-damaged), this may invalidate our guarantee.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, please check with us directly first to confirm that the refund has been processed. At the time of refund you will be sent an automated email notification (this may go to your spam folder if you don't see it). The refund will be paid against your original payment method. The time required to complete the refund will vary depending on your bank, credit card, or payment service (eg. PayPal).
If it's confirmed that the refund has indeed been processed our end, and you're still not seeing the money paid against your bank account, credit card or payment service provider (eg. PayPal), please allow up to 8-10 business days. Still not seeing the refund after that time, please contact the bank, credit card or payment service directly.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@dogsandhorses.co.uk.
If you haven’t received a refund yet, please check with us directly first to confirm that the refund has been processed. At the time of refund you will be sent an automated email notification (this may go to your spam folder if you don't see it). The refund will be paid against your original payment method. The time required to complete the refund will vary depending on your bank, credit card, or payment service (eg. PayPal).
If it's confirmed that the refund has indeed been processed our end, and you're still not seeing the money paid against your bank account, credit card or payment service provider (eg. PayPal), please allow up to 8-10 business days. Still not seeing the refund after that time, please contact the bank, credit card or payment service directly.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@dogsandhorses.co.uk.
Refunds
Sale items (if applicable - for example, all sales in our 'Outlet' are technically final, but ask anyway). Bespoke items involving customisations you have requested cannot be returned for exchange or refund.
Sale items (if applicable - for example, all sales in our 'Outlet' are technically final, but ask anyway). Bespoke items involving customisations you have requested cannot be returned for exchange or refund.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item (or different size/colour), send us an email at hello@dogsandhorses.co.uk and send your item to: Dogs & Horses (Exchanges), 229 All Souls Ave, London NW10 3AE.
We only replace items if they are defective or damaged. If you need to exchange it for the same item (or different size/colour), send us an email at hello@dogsandhorses.co.uk and send your item to: Dogs & Horses (Exchanges), 229 All Souls Ave, London NW10 3AE.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and s/he will find out about your return.
Shipping
To return your product, you should mail your product to: Dogs & Horses, 229 All Souls Avenue, London, NW10 3AE.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
To return your product, you should mail your product to: Dogs & Horses, 229 All Souls Avenue, London, NW10 3AE.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over £25, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.