Return and exchange.
Please carefully review our policy before making a purchase, as it applies to all orders placed on our website.
CAN I RETURN MY ITEM FOR A REFUND OR EXCHANGE?
Refunds or exchanges are available only in the following cases:
o Online purchases - you have 28 days to return unopened items, you must let us know within 14 days of delivery, you then have 14 days to ensure we received the returned item/s.
o Faulty or Damaged Items: If a product arrives faulty or damaged this needs to be reported within 14 days of receipt, we will refund or exchange it once proof of damage is provided – please contact our customer service team.
Items are not eligible for refunds or exchanges under these conditions:
• Due to hygiene reasons, DOG treats are not accepted.
HOW LONG AFTER PURCHASE CAN I MAKE A RETURN?
• Returned items must reach us within 14 days of receipt.
• Online purchases - you have 28 days to return unopened items, you must let us know within 14 days of delivery, you then have 14 days to ensure we received the returned item/s.
HOW TO MAKE A RETURN?
• We advise to use a tracked or recorded service for returns, using * returns address* Isle For Dogs cannot be held responsible for items lost in transit.
• Original shipping charges are non-refundable.
• Items must be returned in their original packaging, unopened, and untampered.
RETURNS ON MYSTERY
• Products in mystery or budget boxes are non-refundable and cannot be exchanged.
HOW LONG DOES A REFUND TAKE?
• Refunds are processed within 5-7 working days of receiving the return.
• During peak times, processing may take longer. Refunds are issued to the original payment method and may take up to 14 working days to reflect in your account.
CAN I GET MY SHIPPING FEES BACK?
• Shipping fees are non-refundable, except in cases of errors on our part or if an item is faulty or damaged.
• Shipping delays are beyond our control and are not grounds for reimbursement of shipping costs.
I RECEIVED A FAULTY ITEM, WHAT DO I DO?
• Email info@isle4dogs.co.uk with proof of the fault or damage, please included a picture of the fault and description.
I RECEIVED AN INCORRECT OR MISSING ITEM, WHAT DO I DO?
•Contact info@isle4dogs.co.uk with:
1. An image of the received order.
2. The packing slip and invoice.
3. An image of the outer packaging.
4. Packing discrepancies will be investigated thoroughly. Claims may be refused if packing checks verify order accuracy. Fraudulent claims will result in account restrictions.
Reporting incorrect items or items missing must be made to us within 14 days of receipt.
MY ORDER IS MISSING, WHAT DO I DO?
• Contact info@isle4dogs.co.uk if your order is missing.
• Claims for lost parcels may take up to 30 days for resolution, and actions will depend on the outcome of the courier's investigation.
DO I HAVE TO PAY FOR RETURN POSTAGE?
• Return postage costs are the customer’s responsibility unless the item is faulty or damaged.
• Please retain proof of postage as Isle For Dogs is not liable for returns lost in transit.
HAVE YOU RECEIVED MY RETURN?
• Allow up to 14 working days for returned parcels to reach us.
• If you haven’t received a refund after 14 working days, contact customer care with your order details.
I MADE A MISTAKE ON MY ORDER, WHAT DO I DO?
• Orders cannot be amended or cancelled once placed due to the automated processing system.
• Please ensure all order details are accurate at checkout.
SALE REFUNDS
• Price adjustments cannot be made for orders placed before a sale.
IMPORTANT NOTES
• All refunds, exchanges, or claims must adhere to the terms stated above.
• By placing an order, you agree to these terms.
• Isle For Dogs reserves the right to modify this policy at any time without prior notice.
For further assistance, please contact our customer service team at info@isle4dogs.co.uk .