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PLEASE READ IN CONJUNCTION WITH OUR TERMS & CONDITIONS POLICY


1. RETURNS & EXCHANGES


 1.1 We hope you will be pleased with your purchase. However if you wish to return / exchange anything bought from us you can return the item any time within 7 days of receiving your order for a refund or an exchange as long as the item is returned in its original condition, original packaging, with any labels still attached, free of any pet hairs, undamaged, unused and generally in a condition enabling us to sell the item as new. Upon receipt of the item we will issue a refund / exchange.


1.2 Please post returns to:


Cool Dog Returns
Upton Mill

Upton Lane

Shifnal
Shropshire
TF11 8NZ

England


1.3 Pack the item to avoid damage during returns transit.


1.4 Include your dispatch note or your name, address, phone number, order number together with the reason and whether you require a refund or a replacement.


1.5 All returns / exchanges for a particular order need to be sent in one shipment. Any subsequent returns from the same order will incur additional charges.


1.6 Returns and Exchanges can take up to 14 days to process.


1.7 For your own protection please return by a Recorded Delivery Service method which requires our signature upon delivery as the item will still belong to you while it is in the postal system. Iconic Pet Limited will not be liable for any loss or damage to an item whilst in transit to us. You are responsible for the postage charge and risk of loss and damage when returning an item so you should take out enough postal insurance to cover the value of the item returned. Any returns not made by this method and subsequently not received by Iconic Pet Limited will not be valid.


2.0 EXCLUSIONS


Ensure that the items you purchase that require a size selection are done so very carefully and are checked and re-checked in order that they are correct. Iconic Pet Limited will not be responsible or liable for any purchasers made that are the result of an incorrect size. Items marked with a single asterisk* on our website(s) are subject to our Returns and Exchanges terms.


We regret that the items marked with a double asterisk** on our website(s) are either Personalised products and/or Hygiene products (if used) cannot be returned / exchanged or refunded.


3. POSTAGE CHARGES / PROCESSING & RE-STOCKING FEE


3.1 We regret that postage charges for returns and exchanges cannot be refunded.


3.2 A postage charge and processing fee will become liable where an item is returned for exchange which is not the result of an error on behalf of Iconic Pet Limited. Notice will be given of the postage cost. The processing fee of £2.50, €2.50 or $5.00 will be applied to cover the administrative cost in relation to re sending the order.


Please be advised that there will also be an additional charge applicable if the replacement / exchanged item is of greater cost / value - conversely; if it is less a credit will be applied for the difference.


3.3 Where an item is to be returned for refund a re-stocking fee will apply. This is charged at £2.50, €2.50 or $5.00 per item returned.


3.4 Where an order has been returned to Iconic Pet Limited as a result of our Carrier being unable to deliver to you we regret that we cannot refund the postage. A further postage charge will also have to be applied and deducted from the refund to cover the costs levied by the Carrier for the return of your order to Iconic Pet Limited.


4. REFUND - PAYMENTS


4.1 Refund payments can only be credited to the same credit / debit card that was used for payment.


4.2 We will endeavour to process refund payments within 30 days.


5. GENERAL


5.1 Any returns / exchanges after 7 days will be subject to the exclusive discretion of Iconic Pet Limited.


5.2 An item should be returned in a fully re-saleable condition as new. If an item returned is not in its fully re-saleable condition or the packaging is damaged, Iconic Pet Limited exclusively reserve the right to refuse a refund on the item, or deduct up to 50% of the original selling price of the item from the refund amount as the returned item would then be labelled returned / used stock and consequently could only be advertised for re sale on this basis. Iconic Pet Limited exclusively reserves the right to set the percentage of deduction to be applied dependent on the condition of the returned item. This does not affect your statutory rights.