Overview

Please inspect your order on receipt. If you receive a delivery from The Groovy Dog Store® that you believe is damaged, or it is not what you expected, please contact us straight away so that we can investigate and make things right for you.

The best way to do this is by using our contact page or by email. Once your query has been logged one of our customer services team will be in touch to discuss the issue, and how we can arrange a replacement or a refund for you.

To help process an issue quickly our staff may ask you to send pictures of any damaged goods. In such instances we will only be able to consider processing a refund once the requested photo(s) are received.

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To return your product, you will need approval from us, at which point we will advise you where your item can be returned to.

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.

Certain types of items cannot be returned, like perishable goods (such as some food items or customised products). Please get in touch via our Contact Page if you have questions or concerns about your specific item.

You will be responsible for paying for your own postage costs for returning your item. Postage costs are non-refundable. If you receive a refund, the cost of return postage will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds

If you have returned an item to us, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Late or missing refunds

If you haven’t received a refund yet;

• First check your bank account again.
• Then contact your credit card company, it may take some time before your refund is officially posted.
• Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please get in touch via our Contact Page.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, then please contact us via our Contact Page and let us know what is wrong with your product(s).

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Need help?

For questions related to refunds and returns please get in touch via our Contact Page.