Returns Policy

Last updated: 03/10/2018

We hope you and your dog will be delighted with the purchases you make from Cool Canine Ltd (trading as Cool Canine UK). We strive to offer great customer service and we have developed a clear and fair returns policy for those rare times you may need to contact us about a returning or exchanging an item. Our returns policy is offered in addition to your statutory legal rights.

The policy on returns and exchanges can vary depending on whether an item has been personalised or not; for example, a dog ID tag engraved with you or your dog’s details would count as a personalised item. We can only accept returns or exchanges from the customer who purchased the item.

For all types of returns and exchanges, you must notify us about returning an item using our contact page or emailing sales@coolcanine.co.uk. Please include the order number, the item you wish to return and the reason for the return (you are not obliged to state a reason). We will then respond with further information on where to send the item. Once you have notified us, you have 14 days to return the item. Different items may involve returning to different addresses depending on the manufacturer – we will inform you of these details when you contact us.

Returns and exchanges of personalised items

Returns and exchanges of personalised items (such as personalised dog ID tags) are not accepted, unless the item is faulty or damaged in which case you are entitled to a full refund or replacement.

Returns and exchanges of non-personalised items

Returns of non-personalised items are accepted, providing that we are notified within 14 days of receipt and the item is returned to us in a re-saleable, unused condition, with all original packaging and labels still intact.

Items that are damaged or faulty will be refunded or replaced in full. We may require a photograph. For all other returns or exchanges, you are liable for return postage charges and refunds will exclude any delivery costs originally charged. Cool Canine UK is not responsible for return postage and we will not refund or exchange items that become lost in the post. When returning an item, we suggest using a courier or registered post that is traceable and/or covered for the cost of the items – please retain a proof of postage.

Please allow for up to 14 days for the refund or replacement to be processed.

If you wish to return and exchange an item for a different item, you will be liable to pay any extra amounts (if applicable) and may incur additional delivery charges for re-delivery. You will be informed of any charges prior to proceeding with the exchange.