Hassle Free Exchanges / Returns

 

There will be a Return/Exchange Form included with your shipment - just fill this out and include it with your return.  We can then either exchange the item/s as per your request or refund the cost of the goods.  Please allow 7-10 days upon receipt to process your refund/exchange. 

 

All refunds are made via our secure payment platform - SagePay.  NOTE:  we will only refund the card that you originally made the purchase with.  Please allow 1-3 working days for the refund to appear on your credit card statement as the banks need a few days to 'communicate'.

Please note, for Returns, with the exception of faulty goods, we are unable to refund the delivery postage, return postage and/or insurance costs (this does not affect your statutory rights).  For items returned after 21 days, credit may be issued for the purchase price at our discretion.

 

• Just like with human gear, we cannot accept back items that have been used, washed or damaged...also please make sure it is free of dog hair and odour.  Either they will be returned to you or, if we can clean them, there will be a 30% restocking fee charged.  Items missing packaging may be subject to 10% fee.

• Exchanges  are  for 'like-for-like' products.  Items returned and requesting a different product (e.g., returning boots for a coat) will be considered a new order and may incur our regular postage charge.  If there is a differ ing cost, we will credit / charge the difference to your credit card or PayPal unless you specify otherwise on the return form.

We recommend sending the items back via Recorded Delivery Service or asking the post office for Proof of Posting as we cannot be held responsible for goods that do not reach us or are damaged during delivery. Please ensure goods are packed safely.

 

 

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REDELIVERY CHARGES

Our regular delivery charges are listed below.  We will take this off the credit card you originally paid with unless you state otherwise.  If you paid via PayPal a payment request will be sent.

If you are exchanging an item of differing cost, we will credit or debit your credit card/PayPal.  Or you can send a cheque in British Pounds.

 

Exchanges within the UK:

• - £3.95 for orders < £35 
• - £5.95 for orders > £35
• - Additional £3 to above for Highlands & Islands

 

European & Int’l Orders:

• - £6.00 for orders < £50 
• - £10.00 for orders > £50

If you need an item quickly, we suggest you return this item for a refund and then place a new Express Delivery order online at www.caninespirit.co.uk

If you would like to add more gear to your order, that is no problem but we will treat it as a new order and our standard shipping charges apply.   

 

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Warranty

For Warranty Return items, please email us first with the details and we will let you know how to proceed. 

Please note, for health & safety reasons, any warranty items MUST be received clean. Unclean items will immediately be returned to sender.