Guarantee & Returns

Should any product purchased from us (Bobtail Pets, www.bobtailpets.co.uk) be found to be faulty, damaged in transit, or differing from the description given then we will be pleased to arrange to either refund or replace the product at the discretion of the customer. All returns must be notified to us within 14 days of delivery of the product. 

In the event that you as a customer purchase an item from Botail Pets mistakenly and through no fault of Bobtail Pets (for example you have ordered the wrong sized item), we will be pleased to replace or refund the item provided that the original item is returned to Bobtail Pets unused and in saleable condition. We are unable to refund the outgoing postage which will be charged at a flat fee of £3.79 regardless of the fact we might have paid MORE to ship the item to you. Return postage is always covered by the customer in this instance. If the customer wished to exchange the item a small flat fee of £3.79 will be charged to deliver the item regardless of the cost incured by us which could be MORE. (Our average delivery costs us £7).

In cases where the customer is either unable or unwilling to arrange return carriage after mistakenly purchasing a product, Bobtail Pets reserves the right to charge an uplift fee to cover the cost of employing a courier company to collect the item from the customer (£10).  In cases where an order is returned, we reserve the right to retain the cost of the outward carriage in all instances but will limit this to our lowest delivery charge of £3.79 in order to maintain a clear indication on fees incured.

Returns following a mistake by Bobtail Pets: if, for example we have made a mistake and sent the wrong item or size we will provide a full refund after recieving the goods back and will pay for return postage - we ask that Collect+ or Myherms is used as the return courier so that a tracking number can easily be supplied.

This does not affect your statutory rights as a consumer.