Return and Refund Policy

Returns

We hope you will love your order, however in the event that you are not fully satisfied you can return your order within 28 days of receipt for a refund or exchange.  We strongly recommend you get proof of postage.

Any items returned after the 28 day period following receipt of your order will not have a refund issued. Any refund will be processed using the card details provided at  the point of purchase.

Postage for any returned orders must be covered by the customer. 

If you have chosen an upgraded postage option, we are unable to refund the upgraded postage.

The customer must notify Must Be A Dog of any intention to return any products by emailing support@mustbeadog.com prior to any return.

Any returned order must be in 'as new' and unused , unworn condition, with all original undamaged packaging intact and any tags attached.  Please ensure that there are not any dog hairs on the inside or outside of the packaging or product as we will be unable to process your return. All pieces of the order must be included as well as any free gifts received.

It is the customers responsibility to take reasonable care of products until their return to Must Be A Dog. Must Be A Dog will consider the customer has not taken reasonable care if the products are returned in a way that is not consistent with what would be typical of a customer examining the goods in a retail shop prior to purchase. The items should not be removed from sealed packaging.

In cases where there is a fault/defect or discrepancy with the order, the customer is entitled to a full refund within 14 days of delivery of the products. The customer must notify  Must Be A Dog at support@mustbeadog.com within 14 days of delivery and return the items to Must Be A Dog, 124 City Road, London EC1V 2NX before the refund can be issued.

Any returned products will be examined and the customer will be notified of  any refund  and the process involved in receiving your refund in a reasonable period of time, with all reasonable efforts made to fulfil the refund within 14 days of confirming you are entitled to a refund for the faulty/defective item. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item back to our order centre.

If you have any questions, please email support@mustbeadog.com