Returns & Refunds Policy

We want you to be happy with your purchase. Please read our returns policy carefully before ordering.

Faulty or incorrect items

If an item is faulty, damaged, or not as described, please contact us within 14 days of receiving it.

We will arrange a replacement, repair, or refund.

Proof of purchase is required.

Change of mind (online orders only)

If you buy online, you have a 14-day cooling-off period from the day after you receive your order.

You can return your order for any reason within this time.

Items must be unused, in their original packaging, and in a resaleable condition.

You are responsible for return postage unless the item is faulty or incorrect.

Once we receive the item back, we’ll issue a refund within 14 days.

In-person purchases

For items bought in-person at our shop or training venue, we do not offer returns for change of mind.

Your statutory rights still apply if an item is faulty, not as described, or unfit for purpose.

Exclusions

We cannot accept returns for:

Opened food, treats, or consumables

Used toys or equipment

Personalised or custom-made items

Sale or clearance items

How to return

Please email us at hello@derbyhousedogs.co.uk with your order details before sending anything back.

Pack the item securely and include proof of purchase.

Send returns to: Pod1, Derby House, Mossy Lea Road, Wrightington, WN6 9RE