Cancellations I Returns I Refunds

Cancellations

 

Cancelling your order

You are able to cancel your order via our email: Thedogandbonecompany@gmail.com This must be done within 48 hours of the order being placed due to our products being custom made to order. After this time orders cannot be cancelled.

 

Orders cancelled by Dog & Bone

The Dog and Bone Company reserve the right to cancel orders if the customer proceeds to order products that are stated as out of stock or not available within the product description. The order will be cancelled and you will be fully refunded.

Please note this can take up to 3 days after your order is originally placed.

You will receive an email from The Dog and Bone Company stating why your order has been cancelled and where possible alternative options will be given.

We strongly advise you read the product descriptions fully on our product pages so that you are aware, before ordering, of what is available and any additional waiting times that may be incurred by ordering products or colours that are out of stock.

 

 

 

Returns & Exchanges

 

Returns

Due to all of our products being custom made to order we do not accept returns or refunds on these products. We will only refund when a product has been received and is found to be not as ordered. For example: silver hardware received instead of rose gold. This does not include colours ordered. (please see below)

Should your order arrive not as ordered, please contact us within 72 hours providing photographs of the fault, please also include the order number and description of the fault or problem.

Please then allow us up to 3 days to review your email and reply.

In cases where there is deemed to be a fault, a full refund ( including postage ) will be issued after the product has been returned to us. 

We only recommend using recorded delivery when returning an item back to us. The Dog and Bone Company does not accept liability for goods that are lost or damaged in transit.

 

Exchanges

Should you receive your order and realise you have made a sizing mistake please contact us via email within 72 hours of receiving your order. 

Please then allow up to 3 days to reply to your email.

If an exchange is allowed then items must be returned unused, unworn and in the condition that they were received for an exchange/store credit to be given. Any item returned and deemed not fit for resale/ re-use or with signs of wear will not be issued with a store credit or exchange. All return costs are payable by the customer not The Dog and Bone Company.

Please note: Postage will be added to all exchanges and credit note orders.

 

Please ensure that when returning items they are returned in the original packaging and are securely sealed to avoid damage.

We only recommended that all returns are sent recorded with proof of postage obtained.

To help speed up the returns process include your name, email address and order number inside the parcel.

Sale items are none refundable and cannot be exchanged. If a sale item is faulty then please contact us.

 

For more information or enquires please contact us at: 

Thedogandbonecompany@gmail.com

 

 

REFUNDS/EXCHANGE 

The Dog and Bone Company will not refund or exchange orders due to change of mind, colour combinations and hardware not being to the customers liking once received. All photos and videos are shown with colours unedited. We cannot guarantee a 100% true likeness due to different screen resolutions and settings on the device you use to view our website on or social media channels. 

The dog and bone company will not refund or exchange orders that have become damaged due to misuse or expected wear and tear. The care guide provided with every order states the recommendations and not adhering to these recommendations will result in possible damage that will not be covered by The dog and bone company. We strongly advise keeping the care card to refer back to when cleaning and looking after your products. Damage caused by adding additional items such as ID tags and GPS devices is not the responsibility of The Dog and Bone Company. 

In the unlikely event that you receive your parcel from Royal Mail with a postage underpaid label and fee, it is advised to go directly to Royal Mail to have this charge checked again. If the payment of this fee is made, then we will require of copy of the receipt for this payment before refunding. Stickers on parcel alone will not be accepted.