RETURNS & EXCHANGES POLICY
Our Returns & Refund policy is 14 days from the date of delivery, if 14 days have passed since your order was delivered, unfortunately you cannot return any item(s). However, we do not accept returns of an item(s) which have been purchased in a sale. We recommend to check the sizes carefully and measure your Pooch before competing your order.
To be eligible for a refund, your item(s) must be in the same condition as when received; unworn, unwashed, unused and with all tags attached to the item(s).
Returns process:
To start a return, please email woof@rpooch.com and title your email “Return”. We ask that you also include your order number (this can be located on your order confirmation sent to you by email).
You will receive a confirmation email which authorises your return along with details as to where to send your parcel. Please ensure any returned parcels include your order number, name and address inside. This is so we can attribute the returned item(s) to you for your refund.
Please note, you are responsible for any return shipping costs (unless the item is faulty/damaged) and original shipping costs cannot be refunded.
We recommend you use a trackable shipping service and ensure you keep your tracking information safe, until you receive a confirmation your returned item has been received. We cannot guarantee that we will receive your return and are not responsible in the unfortunate event your parcel is lost.
Refunds:
Once your return is received and inspected, we will send an email to confirm if your refund has been approved or rejected.
If your return is approved, your refund will be processed automatically to your original payment method. Please remember it can take time for your bank or card company to process the refund to your account and we ask you contact your bank if payment has not been received within 5 working days.
If your return is rejected, we will email you to advise of this, including the reason(s) why, and we can then organise to return the items to you at your own cost should you wish for them back.
Exchanges:
We do not accept exchanges. We are happy to help with any sizing queries prior to purchase and endeavour to make sure sizing information is accurate on each product. It is recommended you properly measure your pooch before purchase to avoid disappointment. In the event you do wish to exchange for another product/size, we recommend following our return policy above and re-purchasing your desired size or design.
Damages, faulty or order problems following receipt:
We ask that you inspect your item(s) upon receipt and contact us immediately by email to woof@rpooch.com if the item received is defective, damaged or if you have received the wrong item. Please include any pictures within your email and information to describe the problem, along with your order number and title the email “Problem with order”. This will enable us to investigate matters and enable us to rectify any problems and make it right as quickly as possible.