Refund & Returns Policy

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 order within 14 days of receiving your goods, without giving a reason.

If you decide to cancel, you must tell us within those 14 days. You then have a further 14 days to return the goods to us.

This cancellation right applies to most goods, subject to the exclusions explained below. Your statutory rights are not affected.

Items That May Be Excluded

For health, hygiene and food-safety reasons, opened food and treats may not be eligible for cancellation where the law permits this exclusion.

This does not affect your rights if an item is faulty, damaged, incorrectly supplied or not as described.

Other items that may be excluded from cancellation include:

• Personalised or custom-made items.
• Gift cards.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible, ideally within 7 days, so we can resolve the issue quickly.

This does not affect your statutory consumer rights.

Depending on the circumstances, we may offer a replacement, price reduction or refund in accordance with your statutory rights.

Please retain photographs of any damage and, where possible, the original packaging, as this can help us investigate the issue and resolve it more quickly.

How to Cancel or Return an Item

To cancel your order or arrange a return, please email ella@cloud-k9.co.uk.

• Tell us within 14 days: If you want to cancel under your statutory cancellation rights, contact us within 14 days of receiving your goods.
• Return within a further 14 days: Once you have told us that you want to cancel, you must return the goods within the following 14 days.
• Prepare the item: Goods should be unused and in suitable condition, subject to the rights explained below.
• Use suitable packaging: Please package returned goods securely to help prevent damage during transit.
• Keep proof of postage: We recommend using a tracked service and retaining proof of postage. We cannot accept responsibility for goods lost in transit where no proof of postage is available.

Please send approved returns to:

Please use a tracked service and retain your proof of postage.

Returns Postage Costs

Who pays for return postage depends on the reason for the return:

• Unwanted items: You are responsible for the cost of returning unwanted goods unless we agree otherwise.
• Faulty, damaged or incorrect items: Cloud K9 will cover reasonable return delivery costs.

Refunds

For a valid cancellation, we will refund the cost of the cheapest standard delivery option available at the time of purchase.

If you selected a more expensive upgraded delivery service, we will not refund the additional upgrade cost.

We will issue any refund without undue delay and normally within 14 days of receiving the returned goods, or receiving evidence that you have sent them back, whichever is earlier. We may withhold the refund until the goods are returned or evidence of return is provided.

Refunds are issued to the original payment method. Your bank or payment provider may take additional time to make the funds available.

Condition of Returned Goods

You may handle goods as reasonably necessary to inspect their nature, characteristics and functionality, in the same way you would be able to in a shop.

We may reduce a refund if goods have been handled beyond what is reasonably necessary to inspect them and their value has been reduced as a result.

For health and food-safety reasons, opened treats and chews may not be eligible for cancellation where the law permits this exclusion.

This does not affect your rights if goods are faulty, damaged, incorrect or not as described.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law. If you believe an item is faulty, damaged, incorrect or not as described, please contact us and we will work with you to resolve the issue fairly.