To start the return process for your order, please enter your email address or phone number and the order number below.
Requests to return must be made within 14 Days of the receipt of goods
- Enter your order number and email address above - click the start button
- Select the items you wish to return
- Shipping guidelines will be e-mailed once the return request is approved, please check your spam/junk folders if nothing arrives
Items to be returned must arrive at our warehouse within 14 Days of return approval
- Items must arrive back at our warehouse no later than 14 days from approval
What items are returnable?
You can return your items within 28 days of receipt of your shipment but the request must be made within 14 days to be accepted
- Product must be in original and unused condition
- Product must be free of any dog hairs
- Item should be in 'as new' undamaged packaging with tags intact
- Item must arrive back to our warehouse by day 28 at which point the authority to return will expire.
Food, special order, clearance or care product items are not returnable.
If you have a sizing or other product issue please contact us at email@example.com as these can often (not always) be solved without a return.
Are there any charges for return?
- Any initial shipping charges are non-refundable
- You are responsible for the charges of shipping the returned item
- There are no re-stocking charges
- Mountain Dog will cover the additional shipping cost for getting your replacement products to you (UK only)
- Should you need to make further exchanges carriage will be chargeable at our prevailing rate
How soon will I get my refund/exchange?
- Once your return is received and inspected we will notify you of the returns acceptance
- If everything is returned as expected your refund/exchange will be approved
- Refunds will be processed on your original method of payment
- Exchanges are typically dispatched within 24 hours of the item landing back with Mountain Dog HQ - we will email you if there is any delay
- Please allow 3-5 working days for any credits to show on your account
Want your replacement item quicker?
- Feel free to raise a new order for the replacement and request a refund on the return item