Refund policy

13. Changing Your Mind (Returns & Refunds)

Please note: Due to their personalised nature, custom, made-to-order, and bespoke pieces — including resizing, engraving, or other alterations — cannot be returned or refunded.

13.1 Your Legal Right to Change Your Mind
For ready-to-go and non-specialised pieces (and consultation or design service elements where applicable), you have a legal right to cancel and receive a refund, including standard delivery costs.

13.2 When You Cannot Change Your Mind
You cannot cancel orders for:

  • Consultation services once completed. Any services already delivered must be paid for.
  • Design services once completed. Any services already delivered must be paid for.
  • Custom or bespoke pieces (including resizing, engraving, or any personalisation).
  • Pieces that have been inseparably combined with other items.
  • Pieces made to order

13.3 Timeframe for Cancellation
You must inform us within 7 days:

  • From the day we deliver a ready-to-go or non-specialised piece.

or 48 hours:

  • From the day we confirm acceptance of your order for consultation or design services.

13.4 How to Let Us Know
Please contact us at info@brownspottydog.co.uk if you wish to cancel.

13.5 Returning Ready-to-go and Non-Specialised Pieces
Returns are at your cost. UK returns should be sent via Royal Mail or DHL with tracking. International returns must use DHL Express with a return label requested from us. Keep proof of posting. We cannot refund items not received.

13.6 Refund of Delivery Costs
We refund only standard UK delivery charges. Express delivery, international shipping, customs, and taxes are non-refundable.

13.7 Services Already Received
If you cancel a consultation or design service that has already been partially delivered, we will charge for the work completed.

13.8 Condition of Returned Pieces
Ready-to-go and non-specialised pieces must be unworn and returned with all packaging, protective materials, and tags intact. We may reduce or refuse refunds for items showing signs of use or damage.

13.9 Timing and Method of Refunds
Refunds will be issued within 14 days of receiving your returned item or proof of posting. We refund via the original payment method, with no fees deducted.

14. Faulty Pieces and Repairs

14.1 Reporting a Fault
If you believe your piece is faulty, contact us at Info@brownspottydog.co.uk. We will investigate and, if we are at fault, offer a replacement or refund. The faulty piece must be returned to us before we process any exchange or refund.

14.2 Contribution to Damage
If the fault arises from misuse, improper care, or handling contrary to our guidance, your refund may be reduced or refused.

14.3 International Returns and Duties
For returns from outside the UK, any import taxes or duties incurred due to shipping will be deducted from your refund. Ensure customs forms clearly indicate a UK RETURN to avoid additional charges.