Refund policy
Returns & Refunds Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached where applicable, and in its original packaging. You will also need your receipt or proof of purchase.
To start a return, please contact us at help@dogdeskanimalaction.com. Please do not send any items back before your return has been approved.
If your return is accepted, we will provide instructions on how and where to send your item. Unless the item is faulty, damaged, or incorrect, return postage costs are the responsibility of the customer.
Returns should be sent to:
Dog Desk Animal Action
44 Thorpe View
Ashbourne
Derbyshire
DE6 1SY
Items returned without first requesting approval may not be accepted.
You can contact us at any time with return questions at help@dogdeskanimalaction.com.
Damages and Issues
Please inspect your order when it arrives and contact us as soon as possible if your item is defective, damaged, or if you receive the wrong item. We will review the issue and work with you to resolve it.
Exceptions / Non-returnable Items
Some items cannot be returned, including:
- Perishable goods, including food products
- Personalised or custom-made products
- Downloadable digital products
- Gift cards
Kibble Club purchases and other fundraising products are not retail goods supplied for personal use and are therefore not eligible for return or exchange.
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
The quickest way to receive a different item is to return your original purchase (where eligible) and place a new order once your return has been accepted.
European Union 14-Day Cooling-Off Period
If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing justification.
Items must be returned in the same condition that you received them, unworn or unused, with tags attached where applicable, and in their original packaging. You will also need your receipt or proof of purchase.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be automatically issued to your original payment method within 10 business days. Please remember that your bank or card provider may require additional time to process the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at: