Returns and refunds policy

This policy explains how to cancel an order, return something you don't want, or tell us about a fault. It forms part of our terms of sale. Nothing in it affects your legal rights.

For a quick summary, see Delivery & returns.

At a glance

Changed your mind? Tell us within 30 days of delivery. You pay the return postage.
Faulty, damaged or wrong item? Tell us as soon as you can. We pay the return postage.
Refunds go back to the payment method you used.

Changing your mind

Our 30-day returns window

You can return unwanted items for a refund within 30 days of delivery. This is longer than the law requires. It's in addition to your legal right to cancel, explained below, and doesn't replace it.

To return something:

Email hello@puddlebury.co.uk within 30 days of delivery. Tell us your order number and which items you're returning.
Send the items to Puddlebury Returns, 698 Harvey Rd, Derby, DE24 0EG within 14 days of emailing us. Our returns address is in the UK. We'll never ask you to post anything abroad.
Pack the items carefully and keep your proof of postage. We recommend a tracked service.

Your legal right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order within 14 days without giving a reason.

The 14 days start the day after your order is delivered. If it arrives in more than one parcel, they start the day after the last parcel arrives.
You can also cancel before your order arrives. If it's already on its way, send it back when it arrives.
To cancel, tell us clearly before the 14 days are up. Email hello@puddlebury.co.uk or write to 698 Harvey Rd, Derby, DE24 0EG, England. You can use the model cancellation form below, but you don't have to.
As long as you send your message before the 14 days end, you've cancelled in time.
You must send the items back to Puddlebury Returns, 698 Harvey Rd, Derby, DE24 0EG within 14 days of telling us you're cancelling. You pay the cost of returning them.

Handling items before you return them

You're welcome to check an item as you would in a shop. That includes trying a lead on your dog, or a liner in your car, to check the fit.

If an item has been handled more than that, it may have lost value. For example, a towel or boot liner that's clearly been used on muddy walks can't be sold again as new. In that case, the law allows us to reduce your refund to cover the loss in value. We'll explain any reduction.

Refunds for unwanted items

We'll refund you within 14 days of receiving the items back, or of you giving us proof of postage, whichever is sooner.
If you cancel before your order is dispatched, we'll refund you within 14 days of you telling us.
If you cancel your whole order within the 14-day legal cancellation period, we'll also refund the delivery charge you paid.
If you return only part of an order, or tell us after the 14-day legal period has ended, we don't refund the original delivery charge.
If you used a discount code, we'll refund the amount you actually paid.

Faulty, damaged or wrong items

We're under a legal duty to supply products that meet the standards set by the Consumer Rights Act 2015. They must be:

of satisfactory quality
fit for purpose
as described

If something isn't right, email hello@puddlebury.co.uk with your order number and what's wrong. A photo helps if you can send one. We'll tell you whether we need the item back. If we do, we'll pay reasonable return costs.

What you're entitled to depends on when you tell us:

Within 30 days of delivery: you can reject the item and get a full refund.
After 30 days, or if you prefer: you can ask us to repair or replace the item.
If a repair or replacement doesn't fix the problem, or isn't possible: you can ask for a price reduction, or reject the item for a refund. If you reject it more than 6 months after delivery, we may reduce the refund to reflect the use you've had.

If a fault shows up within 6 months of delivery, it's assumed to have been there when the item arrived, unless we can show otherwise. After 6 months, you may need to show that it was. You can usually make a claim up to 6 years after delivery (5 years in Scotland).

Normal wear and tear, accidental damage and misuse aren't faults.

When you reject a faulty item, we'll refund you within 14 days of agreeing that you're entitled to a refund. If you're rejecting your whole order, the refund includes the delivery charge.

The same rights apply if we send you the wrong item, or an item arrives damaged.

How we pay refunds

We refund to the payment method you used. We don't charge a fee for refunds.

Model cancellation form

You don't have to use this form. If you'd like to, copy it into an email to hello@puddlebury.co.uk, or fill it in and post it to 698 Harvey Rd, Derby, DE24 0EG, England.

Complete and return this form only if you wish to cancel the contract.

To: Mackenzie Millward, 698 Harvey Rd, Derby, DE24 0EG, England, hello@puddlebury.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods:

Ordered on [*] / received on [*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.

Questions

Email hello@puddlebury.co.uk or use our contact page.