Returns and Exchangesoogly

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the item is returned in non-saleable condition, it will be sent back to you.

Perishable goods such as dog food and treats cannot be returned.

Additional non-returnable items:

  • Downloadable bespoke training guides
  • Bespoke Bach Flower Remedy mixes

To complete your return, contact Jessica@upwarddog.co.uk for the returns address and a return authorisation code.

Where goods have been damaged in transit, or are defective, we will refund the cost of your postage back to us or provide you with a return shipping label (you will be given full instructions of this, when you contact us to make the return). For all other returns, the liability for postage back to us lies with you, the purchaser.

When shipping items for refund or exchange, you should consider using a trackable shipping service or purchasing shipping insurance. We offer no guarantee that your returned item has reached us, unless you can provide tracking information and signed proof of delivery to us.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within seven days.

If you haven’t received a refund after seven days, first check your bank account again, and/or credit card company, as appropriate.

If you’ve done this and you still have not received your refund, please contact us at jessica@upwarddog.co.uk.

Exchanges

If you need to exchange your item, send us an email at jessica@upwarddog.co.uk and you will be given the exchanges address.

Except in the case of damaged or defective items, you will be responsible for the postage to send out your replacement, and for sending the exchange to us.

When shipping items for refund or exchange, you should consider using a trackable shipping service or purchasing shipping insurance. We offer no guarantee that your returned item has reached us, unless you can provide tracking information and signed proof of delivery to us.