Exchanges & Returns

 

If you would like to return or exchange an item/s, or if you have questions on sizing, please drop us an email - info@canine-spirit.com - and we will send you a Return/Exchange form.  

Include your name, order number, details of products you would like to return or exchange.  We will then email you a Return/Exchange form that you can complete and include with your return. Exchanges will incur a re-delivery charge (see below).  All items must be received back within 21 working days.  Please allow 5-10 working days upon receipt with us for refunds to be processed.  

 

Please note that all products received back MUST BE UNUSED AND IN SELLABLE CONDITION.  This includes being free from all dog hair (inside and out) and odour.   We do sell high quality products and all products are inspected carefully when returned.  If products are returned in UNSELLABLE CONDITION, we will not provide a refund and will return the item/s to you. 

 

Try all items on your dog indoors and on clean surfaces.  If you have any questions about the fit or sizing, please drop us an email on info@canine-spirit.com.

 

Please note, for Returns, with the exception of faulty goods, we are unable to refund the delivery postage, return postage and/or insurance costs (this does not affect your statutory rights).  For items returned after 21 days, credit may be issued for the purchase price at our discretion.

• Just like with human gear, we cannot accept back items that have been used, washed or damaged...also please make sure it is free of dog hair and odour.  Either they will be returned to you or, if we can clean them, there will be a 30% restocking fee charged.  Items missing packaging will be subject to 20% fee.

• Exchanges  are  for 'like-for-like' products.  Items returned and requesting a different product (e.g., returning boots for a coat) will be consi dered a new order and may incur our regular postage charge.  If there is a differ ing cost, we will credit / charge the difference to your credit card or PayPal unless you specify otherwise on the return form.

• All refunds are only to the credit card or PayPal account that was used for the original purchase.   

• Items on FINAL Sale cannot be returned or exchanged.   

 

We recommend sending the items back via Recorded Delivery Service or asking the post office for Proof of Posting as we cannot be held responsible for goods that do not reach us or are damaged during delivery. 

 

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Re-delivery Charges for Exchanges

Our regular delivery charges are listed below.  We will take this off the credit card you originally paid with unless you state otherwise.  If you paid via PayPal a payment request will be sent.

If you are exchanging an item of differing cost, we will credit or debit your credit card/PayPal.  Or you can send a cheque in British Pounds.

 

Exchanges within the UK:

• £3.95 for orders < £35 
• £5.95 for orders > £35
• Additional £3 to above for Highlands & Islands

 

European & Int’l Orders:

• £9.95 for orders < £50 
• £14.95 for orders > £50

If you need an item quickly, we suggest you return this item for a refund and then place a new Express Delivery order online at www.caninespirit.co.uk

If you would like to add more gear to your order, that is no problem but we will treat it as a new order and our standard shipping charges apply.   

 

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Warranty

For Warranty Return items, please email us first with the details and we will let you know how to proceed. Generally we will only need a description and a picture of the item.  We do communicate with the product manufacturers representatives for ALL warranty claims. 

Please note, any items returned to us without prior communication may not be accepted.  Unclean items received back will immediately be returned to the sender.