Refund and Returns Policy

At Dog Carrier, we value our customers and strive to provide high-quality products and excellent service. If you’re not completely satisfied with your purchase, we’re here to help. Please read the following policy for details on returns, refunds, and exchanges.

Returns

We accept returns under the following conditions:

1. The product must be unused and in its original packaging.
2. Returns must be requested within 14 days of delivery.
3. Customised, personalised, or gift-wrapped items are not eligible for return.
4. Products must be returned in the same condition as received.

To start a return, email us at shop@dog-carrier.co.uk with your order number and a brief explanation of the return reason.

Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

• Approved refunds will be processed within 7–10 working days and credited to the original payment method.
• Shipping charges are non-refundable.
• Items damaged during return shipping will not qualify for a refund.

Special Notes on Refunds:

• Gift items: If the item was marked as a gift during purchase, you will receive a gift credit for the value of your return once approved.
• Refunds for promotional items will be adjusted based on the discounted price paid.

Exchanges

We do not currently offer direct exchanges. If you wish to exchange an item, you can return it for a refund and place a new order.

Order Cancellations

Orders can be cancelled if they have not yet been dispatched. Cancellation requests must be submitted within 24 hours of purchase by contacting us at shop@dog-carrier.co.uk.

Exceptions to Cancellations:

• Orders that have been shipped cannot be cancelled.
• Special or customised orders may not be eligible for cancellation.

Gift Items

1. Returning a Gift:
   • If you need to return a gift, please provide the original order details. If unavailable, we may issue a store credit instead.
2. Refunds for Gifts:
   • Refunds for returned gift items will be issued to the original purchaser’s payment method or as a store credit to the recipient.

Shipping for Returns

• Customers are responsible for the return shipping costs unless the product is faulty or damaged.
• Use a trackable shipping service to ensure we receive your return.
• We are not liable for items lost or damaged in transit during the return process.

Non-Returnable Items

Certain items are not eligible for return or refund:

1. Customised or personalised products.
2. Gift-wrapped items.
3. Items not in their original condition (e.g., damaged, incomplete packaging).

Contact Us

If you have any questions about our Refund and Return Policy or need assistance, feel free to reach out:

• Email: shop@dog-carrier.co.uk
• Website: dog-carrier.co.uk

We’re here to help and make your shopping experience smooth and worry-free!