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Returns & Exchanges

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We hope you will never want to let go of anything that you purchase from us, but don’t worry if you do. Notify us within 14 days of receiving your order and we will refund or exchange your goods - providing they have not been worn or damaged and all packaging and tags have not been removed. 

Personalised items or made to order are non-refundable unless faulty.

The refund will not include the delivery fee. Goods are returned at your own cost. 

To notify us that you want to return or exchange, please email us here: info@dogsnug.comPlease include your order number and a copy of your receipt and send your return or exchange to:

Dogsnug
Returns & Exchange
Kemp House, 152 City Road
London EC1V 2NX, Great Britain

Refunds (if applicable)

Once we receive and inspect your package, providing that all the requirements are met, we will issue a refund and send you a confirmation email. Please allow 5 to 10 business days for the refund to appear in your account, depending on your bank's processing time - this is beyond our control.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@dogsnug.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return, providing it was not a custom made piece. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and she/he will find out about your return.

Shipping of Returned Products

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.