At The Spaniel School, we want you and your dog to be happy with your purchase. If something isn’t quite right, please read the policy below before arranging a return.

1. Your Right to Cancel (UK Consumer Contracts Regulations)

Under UK law, you have 14 days from receiving your goods under the Consumer Contracts Regulations 2013 to cancel it for any reason. However, this does not mean items can be used and then returned for a full refund.

You are allowed to handle and inspect the item only to the extent you would be able to in a shop. This means checking:

• Size

• Fit

• Material

• General suitability

For example, you may try a collar or lead on your dog briefly indoors to check fit.

You must not:

• Use the item outdoors

• Allow it to become dirty, muddy, or covered in dog hair

• Wash it

• Use training equipment in practice

• Use any product in normal day-to-day activity

If an item is returned in a condition that goes beyond reasonable inspection, we may reduce your refund to reflect the loss in value. If the item is returned in an unsaleable condition, we may refuse the return.

To exercise your right to cancel, you must notify us in writing within 14 days of delivery. You then have a further 14 days to return the item to us. Refunds will be processed within 14 days of receiving the returned goods.

2. Condition of Returned Items

Due to hygiene and animal welfare considerations, we cannot accept returns of:

• Products that have been used

• Products that show signs of wear, damage, dog hair, dirt, odour, or washing

• Opened consumables (including treats, supplements, or chews)

• Any item not returned in its original condition and packaging

Dog products must be unused, clean, and in resaleable condition to qualify for a refund.

We reserve the right to refuse a refund if the item is returned in an unsaleable condition.

3. Return Postage Costs

Unless an item is faulty or sent in error:

• The customer is responsible for the cost of return postage.

• We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

• Original delivery charges are non-refundable.

4. Faulty or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery with:

• Your order number

• A description of the issue

• Clear photographs of the item

If the product is confirmed to be faulty or incorrect, we will:

• Offer a replacement, exchange, or refund

• Cover reasonable return postage costs where applicable

5. How to Request a Return

To start a return, please email: contact@thespanielschool.com

Include your:

• Full name

• Order number

• Reason for return

We will provide return instructions once your request has been reviewed.

6. Refunds

Once we receive and inspect your returned item:

• Approved refunds will be issued to your original payment method.

• Please allow 5–10 working days for the refund to appear in your account.

7. Exchanges

We do not automatically offer exchanges. If you would like a different size or product, please return the original item (subject to this policy) and place a new order.

8. Non-Returnable Items

For hygiene reasons, the following items are non-returnable unless faulty:

• Dog training equipment that has been used

• Personalised items

• Perishable goods

• Gift cards