Returns & Exchanges

Returns & Exchanges

Free exchange policy

We will send you one exchange per order free of charge (excludes dog beds and other large items sent by courier), any subsequent exchanges are subject to our standard postage cost. You are responsible for the costs of returning products to us. Applies to orders with a UK delivery address only. 

To make an exchange please contact us via email or phone so we can advise the correct postal address, in some instances this may be directly to our supplier. In the event you return items directly to us without contacting us first you may be subject to additional postage charges.

Please complete the details on the exchange section of your invoice specifying clearly 'EXCHANGE' and send it back to the advised address within 14 days of purchase ensuring that:

  • The goods are in a new and unused condition, in their original packaging with labelling still attached
  • The original purchase receipt or invoice is enclosed
  • The items are free from dog or rabbit hair
If the item you want to exchange is out of stock it may take a few extra days to dispatch your replacement and we will advise you of this as quickly as possible.

    Note: We strongly recommend you use a recorded/insured delivery service as we regret that we cannot be held responsible for returned goods lost in transit.

    We are not able to offer exchanges on perishable items such as handmade dog treats and select other products. If you are uncertain whether your product qualifies for an exchange please contact us and we will be happy to help.

    Returns

    Please do not remove any product labels as this will invalidate our refund and exchange policy. For any products where labels have been re-attached your refund or exchange will not be processed.

    To make a return please contact us via email or phone within 14 days of receiving your order so we can advise the correct postal address, in some instances this may be directly to our supplier. In the event you return items directly to us without contacting us first you will be liable for any additional postage charges. 

    Please note that if making multiple returns the address may be different for individual items so please ensure you contact us first.

    Please complete the details on the exchange section of your invoice specifying clearly 'REFUND' and send it back to the advised address within 14 days of purchase ensuring that:

    • The goods are in a new and unused condition, in their original packaging with original labels still attached
    • The original purchase receipt or invoice is enclosed
    • The items are free from dog or rabbit hair

    You will be responsible for paying postage costs associated with returns under this policy. If your order was processed with free delivery a charge of £3.99 will be made and taken from the total refund cost, for large items such as dog beds please note this will increase to £6.99.

    Note: We strongly recommend you use a recorded/insured delivery service as we regret that we cannot be held responsible for returned goods lost in transit. You are responsible for the postage costs to return goods.

    We will process your refund, minus the original postage charge, as quickly as possible on receipt of your item(s), during busy periods this may take up to 5-7 working days.

    We are not able to offer refunds on perishable items such as dog treats, chews, and other select items. If you are uncertain whether your product qualifies for a refund please contact us and we will be happy to help.

    Unfortunately, we are unable to accept returns on sale or clearance items unless they are faulty. Sale and clearance items are typically end of lines or discontinued items. You may, however, exchange items for other products.

    Items listed as seconds are sold as per their description and are non-returnable and non-refundable. 

    Faulty Goods

    If you believe a product you receive is faulty then please contact us and we will advise the correct steps for a refund or exchange.

    Additional Information

    Postage refunds

    Original delivery charges will only be reimbursed in specific cases at our discretion, including:

    • In the case where goods are faulty
    • Where we have supplied a substitute for an out of stock item that you do not wish to keep

    Consumer Right to Cancel

    If you the Buyer wish to exercise your rights to cancel an order under the Consumer Contract Regulations (CCR) you will need to inform us in writing* within 14 days from the day you receive your order.

    For an order canceled under the CCR only the outward postage cost and the cost of your item(s) will be refunded on receipt of your order (subject to meeting the requirements above). The Buyer (you) is responsible for all return postage and packaging costs.

    *This may include a letter or email

    Find out more

    If you have any questions regarding our return and exchange policy, please contact us directly. You can call either Amy or Leigh on 0800 772 0152 or you can email amy@barksandbunnies.co.uk. We always endeavor to answer email inquiries within 48 hours.