Refund policy

 

At Unique Dog Shop, we take great care in designing and selecting products for dogs. Due to the nature of pet products and hygiene considerations, we operate a strict one-off exchange-only policy, with limited exceptions as outlined below.

1. Return Period

We offer a 14-day return window from the date you receive your item. Return requests submitted after 14 days will not be accepted.

2. Eligibility for Return or Exchange

To be eligible for a return or exchange, items must:

  • Be in the original condition as received
  • Be unworn, unused, and free from pet hair, odours, stains, or damage
  • Have all original tags attached
  • Be returned in the original packaging
  • Be accompanied by the order number or proof of purchase

We reserve the right to refuse any return that does not meet these conditions.

3. One-Time Exchange Policy

For eligible items, we offer one-time exchange only.

  • Each item is eligible for one exchange per order
  • Exchanges are subject to stock availability
  • Customers are responsible for return shipping costs, unless the item is faulty, damaged, or incorrect

If the requested exchange item is unavailable, store credit will be issued instead.

4. No Cash Refunds (General Policy)

We do not offer cash refunds for change-of-mind returns, including but not limited to:

  • Size or fit issues
  • Style or colour preference
  • Ordering the wrong item

Once an eligible return is approved and received, customers may choose either:

  • A one-time exchange, or
  • Store credit equal to the value of the returned item (excluding original shipping fees)

Store credit:

  • Has no cash value
  • Is non-transferable
  • Can only be used toward a future purchase

Original shipping fees, customs duties, taxes, and clearance charges are non-refundable.

5. Non-Returnable Items

For hygiene and animal welfare reasons, the following items are strictly non-returnable and non-exchangeable:

  • Pet garments, harnesses, collars, or accessories that have been worn, tried on, or removed from original packaging
  • Items showing signs of use, damage, or contamination
  • Custom-made or made-to-order products
  • Sale items
  • Gift cards
  • Perishable goods, personal care items, hazardous materials, flammable liquids, or gases

If you are unsure whether your item is eligible, please contact us before initiating a return.

6. Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged, or incorrect, please contact us at support@uniquedogshop.com within 48 hours of delivery, including your order number and clear photo or video evidence.

Once the issue is verified, we will offer one of the following resolutions, depending on the circumstances:

  • A replacement item, or
  • A cash refund to the original payment method

If a replacement is unavailable, a cash refund will be issued automatically.

Approved refunds will be processed within 10 business days. Please note that your bank or card issuer may require additional time to complete the transaction.

7. How to Initiate a Return

To request a return or exchange, please email support@uniquedogshop.com with:

  • Your order number
  • The item(s) you wish to return
  • The reason for the request

Once approved, we will provide return instructions. Returns sent without prior authorisation will not be accepted.

8. Statutory Rights

This policy does not affect your statutory rights under applicable UK consumer law.