Standard sizes: 30 days to get it right.
If a standard-size item is not quite right, contact us within 30 days of delivery to arrange a return or exchange. Please send it back within 14 days of telling us.
For our 30-day promise, keep it unused, clean and in its original condition. A brief indoor fit check is fine. Please include the packaging where possible. Sale items have the same return rights.
Made-to-measure sizes
Items made to your dog's individual measurements cannot be returned or exchanged simply because you change your mind. Choosing a standard size, print or hardware colour does not make an item made-to-measure. Your rights if something is faulty, incorrect or not as described still apply.
How to start a return
Email hello@mindthefluff.co.uk with your order number or other proof of purchase and the item you want to return. Tell us if you would prefer a refund or an exchange. We will provide the return address and instructions. Keep proof of posting.
You pay the direct return postage for a change-of-mind return. If an item is faulty, damaged on arrival, incorrect or not as described, we cover reasonable return costs. Contact us so we can arrange this.
Refunds and exchanges
Refunds go to the original payment method without undue delay and within 14 days of receiving the return or evidence that you sent it, whichever is earlier. We do not charge a restocking fee.
If you cancel your whole order under the UK 14-day cancellation right, we also refund the standard outbound delivery charge. Any extra paid for an upgraded delivery service is not refundable. For a change-of-mind return under our extra days 15 to 30, the refund covers the returned items.
Exchanges depend on availability. We will agree any price difference or delivery cost with you before sending a replacement. If the replacement is unavailable, we will refund you instead.
Your UK cancellation rights
For eligible online purchases, you can tell us you are cancelling within 14 days after delivery, without giving a reason. You then have another 14 days to send the goods back. Emailing us is enough; you do not need our permission to exercise this right.
You can inspect an item as you would in a shop. We may reduce a cancellation refund only for loss in value caused by handling beyond what is needed to check the item. Our unused-condition requirement for the extra 30-day promise does not restrict your legal rights.
Something wrong with your order?
Email us with the details. Photos can help, but are not required to exercise your rights. UK customers normally have a 30-day right to reject faulty or misdescribed goods. Rights to a repair, replacement or other remedy can continue after that. These rights apply to made-to-measure items too.
This policy does not limit your statutory rights, including any mandatory rights that apply where you live.
Optional cancellation message
Send to Mind The Fluff at hello@mindthefluff.co.uk: "I give notice that I cancel my order for [items]. Ordered on [date], received on [date]. Order number: [number]. Name: [name]. Address: [address]. Date: [date]." Any other clear cancellation statement is also accepted.
