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© 2019 H2A ltd

Call Us: 01609 751603

Refunds & Returns

 

WHAT IS YOUR UK RETURNS POLICY?

You can return your items at any time up to 14 days from the date of purchase. All original components, manuals, cables, labels, swing tags and documents must be returned with your item in order for us to process your refund. Care should be taken not to damage the goods and packaging. Refunds will not be offered if any tags have been removed.

 

WHAT IS YOUR INTERNATIONAL RETURNS POLICY?

You can return your items at any time up to 28 days from the date of purchase. All original components, manuals, cables, labels, swing tags and documents must be returned with your item in order for us to process your refund. Care should be taken not to damage the goods and packaging. Refunds will not be offered if any tags have been removed.

 

HOW DO I RETURN AN ITEM IN THE UK?

If you are returning your item for a refund or exchange, please complete the returns document within your parcel. Your items remain your responsibility until they arrive with us. All exchanges will be sent to your original delivery address and will require a signature on delivery. Refunds will be processed and refunded to the original payment method, usually within 5 working days. Our return address is 6 County Business Park, Darlington Road, Northallerton, North Yorkshire, DL6 2NQ. L. If you would like further help, please contact our customer service team

 

HOW DO I RETURN AN ITEM FROM OUTSIDE THE UK?

If you are an international customer and you are returning your item for a refund or exchange, please complete the returns document within your parcel. The buyer is then responsible for covering the cost of returns back to the UK, and we strongly recommend that you send by recorded/tracked and signed for delivery. Your items remain your responsibility until they arrive with us. Please return items to 6 County Business Park, Darlington Road, Northallerton, North Yorkshire, DL6 2NQ.

All exchanges will be charged for at the usual international shipping rate, and will be sent to your original delivery address and will require a signature on delivery. Refunds will be processed and refunded to the original payment method, usually within four days. If you would like further help, please contact our customer service team.

 

HOW DO I RETURN A FAULTY ITEM?

If you are returning/exchanging an item you believe to be faulty, please send back to us with a completed returns document. When returning please provide as much information as possible on the fault, to speed up the product testing process. Please note, only products that are within their warranty period will be refunded or exchanged if they are found to be faulty. For more information on our warranty policy please visit: www.hotdogpetproducts.com/warranty-policy.

 

I'M A UK CUSTOMER. HOW LONG DOES IT TAKE FOR MY RETURNED ITEM TO REACH YOU?

This will vary depending on the postal service chosen to return your item. Please check timescales with your chosen postal service.

 

I'M AN INTERNATIONAL CUSTOMER. HOW LONG DOES IT TAKE FOR MY RETURNED ITEM TO REACH YOU?

This will vary for each country and will depend on the postal service chosen to return your item. Please check timescales with your chosen postal service.

 

HOW LONG DOES IT TAKE TO PROCESS MY RETURNED ITEM?

We aim to process all returns and exchanges within five working days of receiving them. As soon as we have processed your returned item we will send confirmation by email.

 

CAN I RETURN AN ITEM FOR EXCHANGE INSTEAD OF A REFUND?

Yes, all items can be exchanged. As with returns, please visit the Royal Mail tracked returns service to print your free return label. Please ensure that you detail on your returns document what you would like to exchange your item for.

 

CAN I RETURN MORE THAN ONE ITEM IN THE SAME PARCEL?

You can return your items in the same parcel but please ensure that they are carefully packed. In order to receive a full refund, you must return items in their original condition and include all components, manuals, cables, swing tags and documents. If you have damaged any items, they cannot be returned and we cannot provide a refund.

 

I THINK MY REFUND IS INCORRECT. WHAT SHOULD I DO?

Please bear in mind that we don't refund delivery charges. If you are still unsure, please contact our customer service team so we can quickly resolve the issue.

 
THE CARD I USED FOR PAYMENT IS NO LONGER IN USE. WHAT HAPPENS TO MY REFUND?

If the account linked to the card you used for payment is still open, your refund will reach that account, even if your card has been lost or stolen. We cannot process a refund to a different card. If you are still unsure please contact our customer service team

 

I FORGOT TO INCLUDE MY DELIVERY DOCUMENT WITH MY RETURN

If you haven’t included your delivery document in your returns parcel, please contact our customer service team as this may delay processing your refund or exchange.

 

IF I RETURN AN ITEM, WILL I BE REFUNDED THE ORIGINAL DELIVERY CHARGES?

Original shipping charges are non-refundable.

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