Refund policy

Returns & Refunds

We want you and your dog to be completely happy. If something's not right, here's how we'll fix it.

Changed your mind? 30 days to return
You have 30 days from receiving your order to request a return — more than double the 14 days the law requires. To arrange one, email info@hairydogs.co.uk with your order number and we'll confirm everything you need. Returns go to: Hairy Dogs, 79A Eastgate, Deeping St James, Peterborough, PE6 8HH.

For change-of-mind returns, items should be unused and in their original condition, and return postage is paid by you — we recommend a tracked service, as we can't refund items lost on the way back. We'll refund you within 14 days of receiving the item, to your original payment method. This includes sale items.

Treats, chews and food
For hygiene and food-safety reasons, we can only accept returns of edible products that are unopened and still sealed. Once a treat bag is opened, it can't be returned — but if there's a problem with it, that's a different story: see below.

Faulty, damaged or wrong items — we sort it, free
Please check your order when it arrives and let us know within 72 hours if anything is damaged or incorrect (a photo helps us fix it fastest). If an item is faulty, damaged or not what you ordered, we'll replace it or refund you in full, including any postage — at no cost to you. Often we won't need you to send the item back at all. None of this affects your statutory rights, including your rights under the Consumer Rights Act 2015.

Items we can't accept back
Bespoke made-to-order items (such as our personalised raised dog bowls) and gift cards, unless faulty.

Exchanges
Need a different size or product? Email us and we'll arrange it — if we've sent something faulty or incorrect, the exchange is completely free. For a change of mind, the quickest route is usually a return and a fresh order, and we'll happily advise before you buy to get it right first time.

Questions?
Email info@hairydogs.co.uk — a real person (usually Simon or Laura) will get back to you.