Returns & Refunds

Returns & Refunds Policy

At DOG & PURPOSE, customer satisfaction matters to us. We want you and your dog to be happy with every purchase.

We work with a network of suppliers to offer a wide selection of dog products. Because orders may be fulfilled by different suppliers, return arrangements can vary depending on the product.

1. Returns & Your Consumer Rights

For most products purchased online, UK customers have the legal right to cancel their order within 14 days of receiving their goods, without providing a reason.

After notifying us of your cancellation, you generally have a further 14 days to return the products.

Certain products may be exempt from change-of-mind cancellation rights under UK consumer law.

Your statutory rights remain unaffected.

2. How to Request a Return

Please contact DOG & PURPOSE before returning any products.

To arrange a return:

Visit our Contact Us page.
Provide your order number and the product you wish to return.
Explain the reason for your return, where applicable.
We will provide the appropriate return instructions and address.

IMPORTANT — RETURN ADDRESSES

DO NOT SEND RETURNS TO OUR BUSINESS OR CORRESPONDENCE ADDRESS.

DOG & PURPOSE works with multiple suppliers, and products may need to be returned to different locations.

Our business correspondence address is not a returns processing centre.

Please contact us first so we can provide the correct return destination.

Contacting us helps prevent delays, lost parcels and unnecessary return costs.

This process does not limit your statutory right to cancel an eligible order.

3. Return Conditions

For change-of-mind returns, customers should take reasonable care of products while they are in their possession.

Products should be returned complete, with accessories and original packaging where reasonably possible.

We may make a deduction from a refund where permitted by law if an item has been handled beyond what is necessary to establish its nature, characteristics and functioning.

Some items, including certain personalised products and sealed hygiene-sensitive products that have been unsealed, may be exempt from change-of-mind returns.

These conditions do not affect your rights regarding faulty or misdescribed goods.

4. Faulty, Damaged or Incorrect Products

If your order arrives faulty, damaged or incorrect, please contact us as soon as reasonably possible.

Include your order number, a description of the issue and photographs where available.

DOG & PURPOSE will investigate and arrange an appropriate resolution.

Depending on the circumstances and your statutory rights, this may include:

A replacement
A repair
A partial refund
A full refund

Under the Consumer Rights Act 2015, customers have important protections when goods are faulty, not as described or not of satisfactory quality.

DOG & PURPOSE remains responsible for your consumer rights, regardless of which supplier fulfils your order.

5. Return Shipping Costs

For change-of-mind returns, customers may be responsible for return postage where this was clearly communicated before purchase.

We will provide the appropriate return instructions when you contact us.

If a product is faulty, incorrect or not as described, DOG & PURPOSE will meet its legal obligations regarding reasonable return costs.

6. Refunds

Refunds will normally be issued to the original payment method.

For eligible cancellations, refunds will be processed in accordance with UK consumer law.

Where goods are being returned following cancellation, we may withhold the refund until we receive the goods or receive evidence that they have been sent back, whichever occurs first.

Applicable refunds will be issued within the statutory deadlines, generally within 14 days of receiving the returned goods or evidence of their return.

Any applicable standard delivery charges will be refunded where required by law.

Your payment provider may require additional time to display the refund in your account.

7. Digital Products

DOG & PURPOSE may also offer downloadable digital products, including guides, planners and educational resources.

For digital content supplied immediately, your 14-day cancellation right may be lost once downloading or access begins, provided you have expressly consented to immediate supply and acknowledged that you will lose that right.

Where these requirements have not been met, your statutory cancellation rights remain applicable.

If digital content is faulty, corrupted or inaccessible, please contact us so we can investigate and provide an appropriate remedy.

Your statutory rights under the Consumer Rights Act 2015 remain unaffected.

8. Our Commitment to Customers

DOG & PURPOSE is an independent UK ecommerce business with a bigger purpose.

We work with different suppliers to offer quality products for dogs while building a sustainable business that supports our long-term mission to help street dogs and local communities in Thailand.

Our suppliers help us fulfil orders, but your purchase is with DOG & PURPOSE, and we remain your point of contact for customer service, returns and refunds.

We aim to resolve issues fairly, professionally and as efficiently as possible.

We value every customer who chooses to support our growing business.