Returns & Refunds - NEW

RETURNS POLICY

If you've changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we'll exchange or refund it. You are responsible and bear all costs associated with returning the item(s) to us.

Unless faulty, this should be within 28 days of receiving your order. By original condition, we mean that you have kept the packaging, all labels are still attached and that the item is unused, undamaged and free from pet hair.

We are not able to offer refunds or exchanges on perishable items such as pet treats, edible items, handmade and personalised products. 

Please note that all Bowl & Bone products are subject to a separate returns policy.

How to return your item

Please contact us for the correct returns address as items in your order may have been sent from different locations as noted on our delivery page. Failure to do so may result in additional charges and a delay in processing your refund.

Once we receive your return we will inspect it and if it complies with the conditions above we will process your refund payment, it can take up to 14 days from your returning the item(s) to receiving your refund. We’ll refund the person who originally placed and paid for the order.

This includes clearance or price matched items. For faulty items, please contact us.

EXCHANGE POLICY

In addition to the Conditions of our returns policy;

We will send you one free exchange per order (UK Mainland delivery addresses only) excluding dog beds & other large items sent by courier. Any subsequent exchanges are subject to our standard shipping charges.

How to exchange your item

Please contact us for the correct returns address as items in your order may have been sent from different locations as noted on our delivery page. Your item(s) must be returned in original condition with proof of purchase as outlined in our returns policy above.

Exchanges are subject to stock availability.

 

 

OLD RETURNS TEXT

Free exchange policy

We will send you one exchange per order, free of charge, excluding dog beds &  other large items sent by courier. Any subsequent exchanges are subject to our standard shipping charges. You are responsible for the costs of returning products to us. Applies to orders with a UK mainland delivery address only. 

To make an exchange contact us via email or phone so we can advise the correct returns address, in some instances this may be direct to our supplier. In the event you return items directly to us without contacting us first you will be liable for any additional shipping charges for returning the item to the correct address.

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

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

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

    Is there anything I can't exchange?

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

    Returns Policy

    To make a return contact us via email or phone so we can advise the correct returns address, in some instances this may be direct to our supplier. You are responsible for the costs of returning products to us.

    In the event you return items directly to us without contacting us first you will be liable for any additional shipping charges for returning the item to the correct address. If returning multiple items the address may be different for each item so please contact us first.

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

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

    You are responsible for the costs of returning products to us. We strongly recommend you use a recorded/insured delivery service as we cannot be held responsible for returned goods lost in transit.

    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 when an item is returned to us within 14 days of you receiving your order or where goods are faulty. 

      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.