Refund Policy

At Nalha's Dog Shop, your satisfaction is our priority. We offer a straightforward refund and returns process in full compliance with UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

For any questions, contact us at contact@nalhasdogshop.com or call +44 7458 114759. We respond within 48 hours, 7 days a week.

YOUR STATUTORY RIGHT TO CANCEL (14 days)

As a UK consumer, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason (Consumer Contracts Regulations 2013). To exercise this right, notify us within 14 days of receipt by emailing contact@nalhasdogshop.com with your order number.

You then have a further 14 days to return the item(s) to us. We will issue a full refund to your original payment method, including standard delivery costs, within 14 days of receiving the returned goods. We do not charge any restocking or processing fees for statutory cancellations.

OUR 30-DAY SATISFACTION GUARANTEE

In addition to your statutory rights, we accept returns for any reason within 30 days of receiving your order — even if you have simply changed your mind. Items must be returned in their original, unused condition and packaging.

To initiate a return, please email us at contact@nalhasdogshop.com with:

  • Your order number
  • The reason for your return
  • Whether you would prefer an exchange, store credit, or a refund

We will provide you with the return address and further instructions by email. Customers are responsible for return postage costs unless the item is faulty, damaged or incorrect (see below).

EXCHANGES

We are happy to exchange items for a different size or colour of the same product, subject to availability. To request an exchange, contact us at contact@nalhasdogshop.com within 30 days of receipt.

If you wish to exchange for a different product, we recommend returning your original item for a refund and placing a new order.

Exchanged items are dispatched within 48 hours of receiving your return, with estimated delivery of 3–5 working days.

FAULTY, DAMAGED OR INCORRECT ITEMS

If you receive a faulty, damaged or incorrect item, please contact us at contact@nalhasdogshop.com within 30 days of receipt with:

  • Your order number
  • A description of the problem (wrong item, damaged, defective…)
  • A photo or video of the issue

In accordance with the Consumer Rights Act 2015, you are entitled to a repair, replacement or full refund — whichever you prefer. We will cover all return postage costs in such cases. No restocking fees apply.

REFUNDS

Approved refunds are processed to your original payment method within 14 days of us receiving the returned goods. You will be notified by email once your refund has been issued.

If you have not seen your refund after 14 days:

  • Check your bank or card statement
  • Contact your bank — processing times are typically 3–5 working days
  • If you still have not received it, contact us at contact@nalhasdogshop.com

Only the final price paid (after any discounts applied at checkout) will be refunded. Discount codes are not reissued.

RETURN SHIPPING

  • For change-of-mind returns: customers are responsible for return postage costs. We recommend using a tracked service for items valued over £40.
  • For faulty, damaged or incorrect items: we cover all return postage costs.

For full details on your statutory rights, visit the Citizens Advice consumer pages or the UK Government consumer rights page.