Refund policy

Returns & Refunds

We want you and your dog to love your order. If something isn't right, here's how returns work. This policy doesn't affect your statutory rights.

Changed your mind? (14-day cancellation right)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days, without giving a reason.

The 14 days start the day after you receive your goods. If your order arrives in more than one parcel, they start the day after you receive the last item.
To cancel, just tell us clearly within those 14 days. Email splashandsnooze@gmail.com with your name, order number and the items you'd like to return. You can use the model cancellation form below, but you don't have to.
You then have a further 14 days from the day you tell us to send the items back.

Returning items

Email us at splashandsnooze@gmail.com before sending anything back and we'll reply with the returns address. Please don't send returns to the sender address on your parcel; it isn't our returns address.
Unless the item is faulty or we sent the wrong thing, you pay the cost of returning it. We recommend using a tracked service and keeping your proof of postage.
Please return items in the condition you received them. You're welcome to handle and check an item as you would in a shop (for example, trying a coat on your dog to check the fit). If an item has been used beyond that and its value has gone down as a result, we may reduce your refund to reflect that.

Your refund

We'll refund you within 14 days of receiving the goods back, or within 14 days of you showing us proof that you've sent them back, whichever is sooner.
Your refund will include the standard delivery cost you originally paid. If you cancel only part of an order, we'll refund the delivery cost only if you return everything.
We'll refund you using the same payment method you used to order.

Faulty, damaged or wrong item?

Sorry about that! Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality.

If your item is faulty, damaged or not as described, email splashandsnooze@gmail.com with your order number and a photo of the problem.
Within 30 days of delivery, you're entitled to a full refund.
After 30 days (and up to 6 months), we'll offer a repair or replacement first. If that isn't possible or doesn't fix the problem, you can have a refund. You may still have rights after 6 months.
We'll cover reasonable return postage for faulty or incorrect items, or we may not need the item back at all. Just ask before you post anything.

Model cancellation form

(Complete and return this form only if you wish to cancel your order. You can copy it into an email.)

To: Splash & Snooze, splashandsnooze@gmail.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date: