Refund policy
At MY Dogco, we want you (and your dog!) to be happy with your purchase. If for any reason you’re not satisfied, please read our returns policy below.
Standard Returns
-
You have the right to cancel and return your order within 14 days of receiving it, in line with the Consumer Contracts Regulations 2013, unless you have a customised item.
-
To be eligible for a return, items must be unused, in the same condition you received them, and in the original packaging.
-
To start a return, please email us at sales@dogco.co.uk with your order number.
Refunds
-
Once we receive and inspect your return, we will notify you.
-
If approved, your refund will be processed to your original payment method within 14 days.
-
Please note: original shipping costs are non-refundable (unless the item was faulty or incorrect).
Non-Returnable Items
The following items cannot be returned or refunded:
-
Custom or personalised products (for example: collars, leads, or blankets with custom colours, sizes, or multiple custom requests).
-
Sale items or gift cards.
Exchanges
-
We currently do not offer direct exchanges. If you would like a different size or colour, please place a new order and return the unwanted item for a refund.
Return Shipping
-
You will be responsible for the cost of return postage (unless the item is faulty or incorrect).
-
We recommend using a tracked service, as we cannot refund items that don’t arrive back with us.
Faulty or Incorrect Items
-
If your item is faulty, damaged, or not what you ordered, please contact us within 7 days of delivery. We will cover return postage costs and issue a full refund or replacement.
How to Contact Us
If you have any questions about returns, please reach out:
📧 sales@dogco.co.uk