Refund policy

DOG & PURPOSE – RETURNS & REFUNDS

We want you to be happy with your order. If you need to return an item, please contact DOG & PURPOSE before sending anything back.

Contact: hello@dogandpurpose.co.uk

14-DAY CANCELLATION RIGHT

For most eligible goods purchased online, you have 14 days from the day you receive your order to tell us that you wish to cancel and return it. Once you have notified us, you normally have a further 14 days to return the goods.

Please contact us before returning an item so we can provide the correct return instructions.

RETURNS

Returned items should be handled with reasonable care and returned in their original condition where possible.

DOG & PURPOSE works with multiple fulfilment partners and suppliers, so the correct return address may vary depending on the product ordered.

Please do not return an item to an address shown elsewhere on our website or on a parcel without contacting us first. We will provide the appropriate return instructions and return destination for your order.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible with your order number and, where appropriate, photographs of the issue.

We will review the problem and provide an appropriate remedy in accordance with your statutory consumer rights.

RETURN POSTAGE

For unwanted items returned under your cancellation rights, you may be responsible for the direct cost of returning the goods unless we state otherwise.

If an item is faulty, damaged, incorrect or not as described, please contact us before arranging a return so we can provide the appropriate instructions.

REFUNDS

Once an eligible return has been received, or where applicable you provide evidence that it has been sent back, we will process your refund in accordance with applicable consumer law.

Refunds will be made to the original payment method. Where required by law, the refund will include the standard delivery charge originally paid. Additional costs for premium or express delivery are not normally refundable beyond the cost of our standard delivery option.

Refunds will be processed without undue delay and, where the cancellation rules apply, no later than 14 days after we receive the returned goods or evidence that they have been sent back, where applicable.

EXCEPTIONS

Some goods may not have the standard cancellation right where an exception under consumer law applies. Examples can include personalised or made-to-order goods, perishable goods and certain sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

DIGITAL PRODUCTS

Different cancellation rules apply to digital content. Where digital content is supplied immediately, any loss of the statutory cancellation right will only apply where the required consent and acknowledgement have been obtained before supply begins.

YOUR STATUTORY RIGHTS

Nothing in this policy limits or excludes your statutory rights under applicable UK consumer law.