Refunds & Returns
At Cloud K9, your satisfaction is our priority. If you are not completely happy with your purchase, please read the policy below to understand your rights and options.
Your Right to Cancel
Under the Consumer Contracts Regulations (2013), you have the right to cancel your purchase within 14 days of receipt. This applies to most goods but excludes exempt items (see below).
Exempt Items
The following items are non-refundable:
- Opened or used food and treats (perishable goods).
- Personalised or custom-made items.
- Gift cards.
Faulty, Damaged, or Incorrect Items
If an item arrives faulty, damaged, or incorrect, please notify us within 7 days of receipt.
We will arrange for a replacement, refund, or exchange at no additional cost.
Please retain proof of damage (e.g., photos) and all original packaging.
Returns Process
We make the returns process simple and easy for our customers.
- Contact Us: Notify us at [email protected] within 14 days of receipt.
- Prepare the Item: Ensure the item is in its original packaging, unused, and in a resaleable condition.
- Post the Item: Return the item to the address provided by our team. Retain proof of postage, as we cannot accept liability for items lost in transit.
Returns Postage Costs
Whether your returns incur any cost depends on why you return your item(s).
- Customer Responsibility: The customer covers return postage costs unless the item is faulty or incorrect.
- Faulty/Incorrect Items: Cloud K9 will cover return shipping costs.
Refunds
Refunds will be processed within 5–10 working days of receiving the returned item.
Refunds are issued to the original payment method.
Delivery charges are non-refundable unless the item is faulty or incorrect.
Right to Refuse Refunds
Cloud K9 reserves the right to refuse refunds or exchanges if:
- Items are returned outside the 14-day return period.
- Returned items are not in their original condition or are unsuitable for resale.
Force Majeure
Cloud K9 is not responsible for delays in returns processing caused by unforeseen events outside our control, such as courier strikes or natural disasters.