Refund policy

We hope you and your dog love your Good Dog Hub order, but we understand that sometimes things aren't quite right.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To request a return, please contact us at hello@thegooddoghub.co.uk.  Once your return has been approved, we’ll provide the appropriate returns address and instructions. Please do not send returns to us without contacting us first.

Unless an item is faulty, damaged, incorrect or otherwise not as described, customers are responsible for the cost of returning unwanted items. This does not affect your statutory rights.

Damages and issues
Please inspect your order when it arrives and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Your statutory rights are not affected.

Exceptions / non-returnable items 

Certain products may be excluded from change-of-mind returns where permitted by law, including personalised or custom-made products, perishable goods and certain sealed products that have been opened and cannot be returned for health or hygiene reasons.

This does not affect your statutory rights where an item is faulty, damaged, not as described or otherwise does not conform to your legal rights.

Gift cards cannot be returned.

Exchanges
If you'd like a different item, the simplest option is to return the original item in accordance with this policy and place a new order once your return has been accepted. If you have any questions, please contact us at hello@thegooddoghub.co.uk

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. In the event of sale or promotional items, or discounts applied, you will receive the amount you paid- not any current retail price.

Where you exercise your statutory right to cancel an online order, we will also refund the cost of our standard delivery option where required by law. If you chose a more expensive delivery option, any additional delivery cost will not be refunded.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@thegooddoghub.co.uk.