To return an item,
1- Email customer service at Support@thedogcoats.co.uk to obtain the Returns Address (RA), Prepaid Return Label (if applicable), and Return Merchandise Authorization (RMA) number.
2- After receiving the information, securely place the item in its original packaging.
3- Mail the return to the provided address.
Make sure to include the RMA number on the outside of the package, as it helps the company identify and process your return efficiently. If a prepaid return label is provided, affix it to the package as instructed. Always follow any additional guidelines or instructions provided by customer service to ensure a smooth return process
1- Cancellation of an Order:
In alignment with our dedication to expeditious order processing, we commence preparations for shipments immediately upon order placement. Our intent is to offer customers a swift delivery of their products. Given this operational framework, we are equipped to entertain order cancellations solely within the initial 12-hour period, commencing from the moment of order placement. We extend our gratitude for your comprehension and adherence to this policy.
2- The Product Never Arrived:
Our anticipated delivery time frame ranges from 5 to 8 days, exclusive of the time required for product preparation and dispatch, which typically spans 1 to 2 days. In the event that your ordered items do not reach you within the initial 10 days, we kindly request your patience for an additional 5 days, totaling 15 days. Certain unforeseen circumstances beyond our control, such as inclement weather, courier delays, and customs procedures, may contribute to these extended timelines.
Should your purchased items fail to arrive even after this extended period, we are committed to promptly issuing a full 100% refund. Your satisfaction is of utmost importance to us, and we appreciate your understanding in circumstances beyond our immediate influence.
3- Damaged on Arrival:
All our orders are packed with love and care, and sent via trusted shipping partners. In the off-chance that you receive a damaged condition or not in the original condition of the product, you are guaranteed an immediate reshipment of the same product, or a full refund of your item.
To qualify for a free reshipment or full refund on a product that arrives damaged or defective, please reach out to us at Support@thedogcoats.co.uk within 30 days of receiving your order, explaining the issue and providing clear photos or videos of the damage.
Please understand it is a requirement to provide clear, visual proof of the damage to qualify for a full refund or a free reshipment on a product claimed as defective or damaged.
Once our team has confirmed the damage, they will proceed with the option that suits you best.
4- Defective OR Broken Manufacturer After Use:
You have 30 days after the arrival of your product to report any problem with your product, if the product does not work during this period or is defective, you can return it to us at your expense and we will refund the amount. total per store credit so that you can reorder your new product.
5- Exchange:
If you wish to exchange your product, you have 30 days after receiving it to do so. Please keep in mind that to exchange your product, it must be unused and in its original packaging. You will need to send it to us at your expense. Please contact our support at Support@thedogcoats.co.uk to help you with the exchange process.
6- Wrong Product:
If you receive the wrong product due to an error on our part, you have 30 days to return it to us at our expense, and we will provide you with a 100% refund or free exchange.
However, if the wrong product was ordered by the customer (customer error), the customer will be responsible for the return shipping costs.
7- Wrong size:
If, by any chance, you ordered the wrong size, there's no need to worry. We encourage you to consult our comprehensive Size Guide available on our website. Should you find that the size is not quite right, please don't hesitate to reach out to us at Support@thedogcoats.co.uk. Our dedicated customer service team will be delighted to assist you with the exchange for the correct size, without any restocking. You will need to send the wrong size product ordered back at your expense.
IV. QUESTIONS
If you have any questions concerning our Returns Policy, please contact us at:
