Canine & Co

Returns Policy

We hope that you'll love your purchase from Canine & Co.  However we do understand that sometimes things are not the right size or colour and you may wish to return them to us.  If you want to return the product to us for any reason we offer a ''No Fuss'' returns policy.


How do I return an item(s)?

Before returning any item, please contact us in the first instance for our model cancellation form via email to help@canineandco.co.uk.  Please ensure that you notify us in writing that you wish to cancel your order within 14 days from receipt of your order and all returns must be made within 14 days from date of delivery.

Then simply return the product to us :- Canine & Co, Bridgeview, Old Church Road, Betws y Coed, LL24 0AB, Wales 

This needs to be with us within 14 days from the date of delivery, unused, free from hair, with all tags attached, in the original packaging and in a re-saleable condition for a refund or exchange.

You are responsible for the cost of returning the products back to us, unless they are damaged, faulty or are incorrect.  We recommend that you use a secure method of delivery as Canine & Co cannot be held responsible for non receipt of returned items.


When am I not eligble for a refund?

Canine & Co reserves the right not to refund item(s) that:

         - are not returned in a re-saleable condition (such as worn/used, dog hair remaining on the item). 

         - when tags have been removed.

         - items purchased with a credit note are not eligble for a refund, however exchanges can be made

            (cost of delivery to be paid by the buyer). 

         - seasonal items such as Christmas Dog Clothes cannot be returned for a refund or exchange

           after 21st December 2016. 

         - other seasonal items, which cannot be refunded or exchanged after the event, include special occasions

            such as The World Cup & Halloween products.

         - 'sale' items are excluded from refunds, however exchanges or credit notes will be given.

If you are unsure or have any questions about this, please contact us. 

We are always available to help you select the right size first time and avoid any disappointment - woof@canineandco.co.uk


Return Types


We have broken down the different types of returns below to provide you with clarity and highlight any associated charges so there are no nasty surprises.

    •    Missing Items from My Order
    •    Items Received are Damaged or Faulty
    •    Items Received are Incorrect
    •    Making an Exchange
    •    Cancelling an Order
    •    Organising a Refund


Missing Items from My Order


All orders are carefully checked and packed, however we know that occasionally mistakes can happen.  All items are despatched together in one package so if you have not received all of your order it could be that the remainder of your order was out of stock at the time of ordering, you would have received an email advising of this at the time of your order, so please check your spam/junk folder.


If you believe an item has been omitted from your order please let us know within 48 hours of receipt of the delivery.  You can contact us by email help@canineandco.co.uk.


Items Received are Damaged or Faulty


If any of your item(s) appears damaged, please contact us within 48 hours from the date of delivery. Unauthorised returns may be refused or disregarded.  We would ask that you retain all of the packaging from your order in the case of damaged items, as they may be required for a claim.
Before we can replace or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may also ask for an item to be sent recorded delivery, but all instructions will be clearly explained when you get in touch.  All item(s) must be packed as received to avoid any further possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office. If we find the defect described in your email, we will ship you a replacement for the defective item(s). Otherwise, the original item will be shipped back to you.
You will not be responsible for the cost of the return of the item or the cost of replacing the goods. We will reimburse the postage paid when returning faulty items only upto the value of the original delivery charge. (Please note that this does not affect your statutory rights). If you require an exchange on a faulty item and we have stock available, you will not be charged again for delivery.  We will be unable to accept the return of any items not damaged or incorrect within the same package.


Items Received are Incorrect


Errors do happen and in the rare occasion that you receive the wrong item after ordering the correct one, then we will put this right immediately. Please contact us within 48 hours from the date of delivery.  We will ask you to return the incorrect item as soon as possible, making sure that it is in an unused, free from hair, with all tags attached, in the original packaging and in a re-saleable condition. Please also enclose within the package a copy of the receipt given by the Post Office and we will reimburse you up to the original cost of postage.  We will send the correct item out to you as soon as possible and we will not wait to receive the wrong item first, as we feel this is unfair. If you received the wrong item and realise that you have ordered the wrong item, then please follow the procedure for making an exchange.


Making an Exchange


We know that it's not always easy buying anything online, and there may be times when you'll want to exchange an item.  If you'd like to exchange an item, please contact us immediately at help@canineandco.co.uk.  Please note all items must be returned to us and received back within 14 days from the date of delivery.  We will send you a returns form for completion, and issue you with a returns authorisation number which should then accompany your returned item(s).  If there are no suitable item/s to exchange, Canine & Co will issue a credit note to the value of the goods returned.  Sale items are excluded from refund unless proven faulty. Seasonal items such as Christmas and Halloween products are also excluded from refund or exchange after the dates specified within the product description and above.

Please ensure that all items are unused, free from hair, in their original packaging, with all tags attached and in a re-saleable condition. You will be responsible for the cost of shipping the item back to us for exchange.  We will also charge our normal delivery costs as appropriate to send out exchanged goods.


How do I cancel or change my order?


If you need to cancel your order for any reason you can do so by contacting us and requesting our model cancellation form for your completion (via help@canineandco.co.uk).  We have a 14 day cooling off period in place in which you can cancel your order.  Notification of cancellation must be in writing and must be received by us within 14 days from date of delivery.  Goods must be returned and with us within this 14 day cooling off period.  

If your item has not yet been despatched to you, we will be able to cancel the order straight away and provide a refund.


If you have already received your order, or the item has already been despatched you will need to follow our  ''returns procedure''.  


If you wish to change an order that has not yet been despatched, just contact us with details of the changes you wish to make.  If your order has already been received or despatched you will need to follow our ''returns procedure''.


Organising a Refund


As part of our ''no fuss'' returns procedures you may return any item(s) for any reason whatsoever.   Please send us an email to help@canineandco.co.uk before returning items to obtain your returns authorisation number.   We ask that all items are returned and received with us within 14 days from the date the item is delivered to you.  Any items received after this date will receive a credit note to the value of the item.


If upon receiving your order, you are dissatisfied with any item for any reason whatsoever, please return it back to us within 14 days from date of delivery, it is that simple!  We will reimburse you for the value of the item (please note this excludes sale items where an exchange or credit note will be given. This also excludes seasonal items such as Christmas products and Halloween products where refunds/exchanges are excluded after the dates specified within the product description page).


You will be responsible for the cost of returning the item.


What is your refunds policy?


We guarantee to refund any non-sale/seasonal item you are not completely happy with when you notify us of cancellation of your order in writing, return it to us by post, in a pristine and saleable condition so that it is received back to us within 14 days of receipt.

Items should be returned new, free from hair, unused, in the original undamaged packaging and with all garment tags still attached. 

Returns that are damaged or soiled may not be accepted and may be sent back to the customer.

Refunds will be credited to your original method of payment and excludes delivery fees.

Please note that we can only refund your item/s if they are unused and returned within 14 days from the date of despatch. Where any goods are returned for a refund exceeding this 14 day period but within the 30 day exchange period, Canine & Co will issue a credit note for the value of goods returned.

Sale items are excluded from refund unless proven faulty. Seasonal products such as Christmas and Halloween products are excluded from refund or exchange after the event or date specified in the product description if earlier.


Contacting us

Canine & Co are open Monday to Thursday 9.00am-5.00pm and Friday 9.00am-1pm, we are closed Saturdays, Sundays & bank holidays.

You may contact us by:-

Telephone:  0843 2898098

Email:- customerservice@canineandco.co.uk

Address:- Canine & Co, Bridgeview, Old Church Road, Betws y Coed, LL24 0AB, Wales


Legal Considerations:


You are responsible for the risk of loss or damage when you return goods, so you should ensure you have sufficient postal insurance to cover your item''s value when returning them. If you fail to return the goods, Canine & Co can arrange for their collection and we will charge you the direct cost of collection.
You must take reasonable care of any goods before they are returned to us.  Failure to do this resulting in damage or deterioration, will involve a charge to you for the reduction in value.

This returns policy does not affect your statutory rights.

Any refunds will be made within 30 days from notification to us and in accordance with our terms and conditions


We are always available to help you select the right size first time and avoid any disappointment - contact us at woof@canineandco.co.uk