Refund policy

We want you and your dog to love what you order. If something isn't right, this policy explains your options. It doesn't affect your legal rights as a UK consumer.

Changed your mind? 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel your order for any reason within 14 days, starting the day after you (or someone you nominate) receive the item. If your order arrives in more than one parcel, the 14 days start the day after the last item arrives.

To cancel, email us at brollypup@gmail.com with your order number, or use the model cancellation form below. You don't need to give a reason.
Please send the item back within 14 days of telling us you're cancelling, to: the returns address we send you by email (contact brollypup@gmail.com). Please don't send returns to any address printed on the parcel or packaging without checking with us first.
Unless the item is faulty or not as described, you pay the cost of sending it back. We recommend a tracked service and keeping your proof of postage.
We'll refund you within 14 days of receiving the item back, or of you giving us proof that you've sent it, whichever is sooner. Refunds go back to your original payment method and include the original standard delivery charge (our UK delivery is currently free).
Please handle items only as you would in a shop. We may reduce the refund if an item has been used or damaged beyond what's needed to check it.

Items that can't be cancelled

As the law allows, the 14-day right to cancel doesn't apply to items personalised or made to your specification (for example, personalised gifts with a name), unless they're faulty or not as described.

Faulty, damaged or not as described

Under the Consumer Rights Act 2015, everything we sell must be of satisfactory quality, fit for purpose and as described.

Within 30 days of delivery, you can reject a faulty item and get a full refund.
Within 6 months, if a fault appears we'll offer a repair or replacement; if that isn't possible or doesn't fix it, you can have a refund. Faults that appear in this period are assumed to have been there on delivery unless we can show otherwise.
After 6 months, you may still be entitled to a repair, replacement or partial refund, but you may need to show the fault was there on delivery.

If your order arrives damaged, faulty or isn't what you ordered, email brollypup@gmail.com with your order number and a photo. We'll cover any reasonable return postage, or we may not need the item back at all.

Model cancellation form

To Brolly Pup, address available on request from brollypup@gmail.com, brollypup@gmail.com:
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [item]. Ordered on / received on: [date]. Order number: [number]. Name: [name]. Address: [address]. Date: [date].