We want to make sure your return goes to plan, please read and follow the guidance below and then enter your e-mail/order number to start the process. We hope to solve things very quickly for you - if you have any questions please contact us.

What can I return?

You can return your unwanted and unused items within 30 days of receipt of your shipment. Return request must be made within 14 days of receipt of goods and the returned items meet the following criteria:

  • Product must be in original and unused condition
  • Product must be free of any dog hairs, marks, signs of wear or odours - 100% as new condition
  • Item should be in undamaged packaging with tags intact
  • Items must be packaged sufficiently well - this ensures they avoid any damange in transit
  • Item must arrive back to our warehouse by day 30 at which point the authority to return will expire. 

Food, special order, clearance or care product items are not returnable.

Items must arrive back at our warehouse in the condition stated no later than 30 days from receipt of goods - Used or damaged goods cannot be accepted.

To request the exchange or return:

  • Enter your order number and email address above - click the start button
  • Select the items you wish to return
  • If requesting an exchange please ensure you clearly advise what you wish the item to be replaced with - if unsure let us know your phone number and we will call you to discuss
  • Shipping guidelines will be e-mailed once the return request is approved, please check your spam/junk folders if nothing arrives 

 Are there any charges for return?

  • Any initial shipping charges are non-refundable

 For refunds:

  • You are responsible for the charges of shipping the returned item
  • There aren't any re-stocking charges for items returned in the required condition
  • We can provide a label for your return however we will need to deduct £3.99 from your refund to cover this
  • If you the refund takes you below any free carriage or volume discount promotion you took advantage of, your refund will be net of these savings.

For exchanges (UK Only)

  • You will be able to print a free Royal Mail label for the first exchange on your order (excludes bulky items)- A link to generate this will be e-mailed on approval of your request.
  • Additional returns (replacements of replacements) will be at your cost.
  • Unfortunately we cannot cover carriage charges you incur for using other return methods
  • There aren't any re-stocking charges for items returned in the required condition

How soon will I get my refund?

  • Once your return is received it will be inspected to ensure it is in a returnable condition.
  • If everything is as expected and 'as new' condition - your refund will be approved
  • Refunds will be processed on your original method of payment
  • Please allow 3-5 working days for any credits to show on your account
  • On the very rare occasions where an item is not in suitable condition for return we will contact you via e-mail to advise your options.
  • It is vital you ensure that items arrive in A1 'as new' condition - please check the product throughly and ensure it is packaged appropriately when sent

How soon will I get my exchange?

  • Our SLA for all returns is to conclude them within 2 working days of their arrival with us.
  • Exchanges will be sent on our standard service once your returned item is accepted. The first exchange is sent to you free of charge (UK Only), subsequent will be at charged at the prevailing rate of £3.99
  • If you require a speedier service please send the original item back for a refund and raise a new order for the replacement.

If you have any questions before returning your item or need help on what to choose as a replacement item please contact us at bark@mountaindog.uk