Returns Policy

Returns & Refunds

We want you and your pup to love and cherish your items, but we understand that sometimes things don’t go as planned. We are pleased to offer cancellations, refunds, and returns under the following conditions.

The Return Process

  • Timeframe: You must notify us and return items within 14 days of delivery. If 14 days have passed since your purchase was delivered, we unfortunately cannot offer a refund.
  • Eligibility: To be eligible, your item must be in the same condition you received it - unworn, unwashed, and free of marks, hair, scratches, or stains. Items must be returned with all original tags attached.
  • Please email support@puppylaneuk.co.uk to request a return.
IMPORTANT: Ensure you include your order number and customer details inside the return parcel. Without these details, we may be unable to identify the sender, which will lead to significant delays or a rejected refund.

Return Shipping & Fees

  • Shipping Costs: Original shipping costs are non-refundable as this is considered a separate service.
  • Return Labels: A shipping label/QR code will be provided for your return. The cost of this return postage will be deducted from your final refund amount.

Refunds

Once your return is received and reviewed (usually within 3 working days), we will process your refund.

  • Timeline: Credit will automatically be applied to your original payment method. This usually appears in your account within 5–10 business days, depending on your bank's processing times.
  • Late Refunds: If you haven’t received your refund after 10 business days, please first check with your bank or credit card provider. If you still have no luck, contact us at support@puppylaneuk.co.uk.

Faulty or Damaged Items

We quality-check every item before it leaves Puppy Lane. However, if an item arrives damaged or develops a fault:

  • Damaged on Arrival: Please contact us immediately with photos of the damage and the packaging.
  • Manufacturing Faults: Should a fault occur with any main components within the first 28 days, contact us with your order number and photos so we can arrange a replacement or solution.
  • Transit Damage: Any items damaged during delivery must be reported within 48 hours of receipt to qualify for a replacement.
  • Wear & Tear: Please note that our products are not indestructible. We cannot offer refunds for damage caused by chewing, "rough play," or general wear and tear. See our Safety Notice & Product Disclaimer for more info.

Non-Returnable Items & Exchanges

  • Exchanges: We do not offer direct exchanges. To order a different size, please follow the return process for your original item and place a new order for the correct size.
  • Exclusions: We cannot accept returns on gift cards or personalized items.
  • Credit Notes: Credit notes can be exchanged for goods only and cannot be converted into cash refunds.