Refund policy
Thank you for shopping with dogmomhat.shop.
This Return and Refund Policy explains how cancellations, returns, refunds, damaged products, incorrect products and faulty products are handled.
Nothing in this policy is intended to limit or exclude any statutory right available to a consumer under applicable United Kingdom law.
30-Day Voluntary Return Policy
In addition to applicable statutory cancellation rights, dogmomhat.shop provides a voluntary 30-calendar-day return period for eligible products.
The 30-day period begins on the date the relevant product is delivered.
To request a return, contact:
Customers should provide the order number, the email address used for the order, the product being returned and the reason for the return.
Customers should wait for return instructions before sending products.
Sending a product to an unauthorised location may cause delays in processing the return.
UK Statutory Cancellation Rights
For qualifying distance purchases, UK consumers generally have the right to cancel without giving a reason by informing the trader within 14 days after receiving their goods. After giving notice of cancellation, consumers generally have a further 14 days to send the goods back.
To exercise this right through dogmomhat.shop, customers may send a clear cancellation request to:
The request should identify the relevant order sufficiently for us to process the cancellation.
A particular form of words is not required. A clear statement that the customer wishes to cancel the qualifying contract is sufficient.
Condition of Returned Products
For voluntary returns outside any mandatory statutory right, products should ordinarily be returned:
- In substantially the same condition in which they were received;
- Unworn or unused, except for reasonable inspection;
- Clean and undamaged;
- With original tags where applicable;
- With accessories or components supplied with the product; and
- In original packaging where reasonably possible.
Customers exercising statutory cancellation rights may inspect and handle products to the extent reasonably necessary to establish their nature, characteristics and functioning.
Where handling goes beyond what would reasonably be permitted when examining a product in a physical shop and causes a reduction in value, a lawful deduction may be made where applicable.
Products That May Be Excluded From Change-of-Mind Returns
Certain categories of goods may be excluded from statutory change-of-mind cancellation rights where applicable law permits.
These may include:
- Products made to a customer's specifications;
- Personalised or custom-made products;
- Goods liable to deteriorate or expire rapidly;
- Sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons where the seal has been broken after delivery;
- Sealed audio, video or computer software after unsealing; and
- Other products lawfully excluded from statutory cancellation rights.
UK government guidance recognises specific exceptions including personalised goods, perishable goods and certain sealed hygiene products.
These exclusions do not remove statutory remedies where a product is faulty, damaged, misdescribed or otherwise non-conforming.
Personalised and Custom Products
If dogmomhat.shop offers personalised, customised, made-to-order or customer-specific products, those products may not qualify for change-of-mind cancellation where the applicable legal exception applies.
This does not affect rights where the product is defective, incorrect, not as described or has not been produced in accordance with the customer's agreed specification.
Faulty, Damaged or Incorrect Products
Customers should contact us promptly if an item arrives faulty, damaged, incorrect or materially different from its description.
Contact:
Please provide:
- The order number;
- A description of the problem;
- The name of the affected product; and
- Photographs or other reasonable evidence where appropriate.
We will assess the matter and provide an appropriate remedy according to the circumstances and applicable law.
Under UK consumer law, customers may be entitled to remedies when goods are faulty, not as described or do not perform as they should. Statutory rights cannot lawfully be removed by a store's return policy.
Short-Term Right to Reject Faulty Goods
Where applicable, the Consumer Rights Act 2015 provides a short-term right to reject qualifying non-conforming goods, generally subject to a 30-day time limit beginning as specified by the legislation.
Depending on the circumstances, remedies may include refund, repair, replacement, price reduction or another remedy required by law.
Nothing in this policy shortens this statutory protection.
Return Shipping Costs
For ordinary voluntary change-of-mind returns, customers are normally responsible for reasonable direct return-shipping costs unless dogmomhat.shop agrees otherwise.
Customers should use an appropriate trackable shipping method where reasonably available and retain proof of postage until the refund has been completed.
Where a return results from our error, or where goods are faulty, damaged, incorrect or otherwise legally non-conforming, we will handle reasonable return costs in accordance with applicable statutory requirements.
Customers should contact us before arranging an expensive return method so that appropriate instructions can be provided.
Return Risk
Customers are responsible for taking reasonable care when packaging products for return.
For voluntary returns, we recommend using a trackable service because we cannot process a refund for merchandise that has not been received or otherwise evidenced where proof is reasonably required.
This does not affect statutory rights or alter legal responsibility where applicable law provides otherwise.
Refund Processing
Once a returned product has been received and assessed, we will process any refund that is due.
For statutory distance-selling cancellations, refunds will be processed within the legally applicable timeframe. UK government guidance states that qualifying refunds must generally be made within 14 days after the seller receives the returned goods.
Where permitted by law, we may wait until we have received the goods or the customer provides appropriate evidence that the goods have been returned.
Refunds will generally be made to the original payment method unless another method is expressly agreed and lawful.
The time required for a bank, card issuer, payment provider or financial institution to display a completed refund may vary and is outside our direct control.
Original Shipping Charges
dogmomhat.shop provides free standard shipping on all orders, so there is ordinarily no standard outbound shipping charge to refund.
If an optional premium delivery service is offered in the future and a customer chooses it, statutory cancellation rules concerning reimbursement of standard delivery costs will apply where relevant.
UK guidance requires reimbursement of the standard delivery cost for qualifying distance-sale cancellations but does not require reimbursement of the additional cost of a more expensive delivery option beyond the standard service.
Exchanges
Where an exchange is available, customers may contact us at:
Availability of replacement sizes, colours, designs or products cannot be guaranteed.
Where an exchange cannot reasonably be completed, we may instead provide a refund where appropriate.
Order Cancellations Before Dispatch
If a customer wishes to cancel an order before dispatch, they should contact:
We will make reasonable efforts to stop fulfilment.
Because orders may enter processing quickly, we cannot guarantee that a cancellation request received after an order has been placed will be processed before dispatch.
If an order has already been dispatched, applicable return and cancellation rights remain available.
Refused or Unclaimed Deliveries
Customers should not intentionally refuse delivery as a substitute for following our return procedure unless instructed to do so.
A refused or unclaimed parcel may be returned through a carrier network and may take additional time to reach the appropriate return facility.
Any deductions or costs will be handled only where lawful.
Refunds for Missing Parcels
If tracking indicates that an order may have been lost or if an order has not arrived within a reasonable period after the estimated delivery timeframe, customers should contact:
We will investigate the matter with the applicable fulfilment provider or carrier.
Where goods have not been delivered as required, appropriate remedies will be provided in accordance with applicable law.
Fraudulent Return Activity
We reserve the right to investigate suspected return fraud, including false non-delivery claims, substitution of merchandise, deliberate damage or other abusive conduct.
This provision does not affect genuine statutory rights or prevent customers from raising legitimate complaints.
Proof of Purchase
We may request reasonable proof of purchase before processing a return or refund.
Proof may include an order-confirmation email, order number, payment record or other evidence showing that the product was purchased from dogmomhat.shop.
Consumer Rights
Nothing in this Return and Refund Policy limits any right that cannot lawfully be excluded or restricted.
If a provision of this policy conflicts with a mandatory consumer protection requirement, the mandatory legal requirement will prevail.
Contact Us
For cancellations, returns, exchanges, damaged products or refunds, contact:
dogmomhat.shop
Email: info@dogmomhat.shop
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