Rocket Dog Brands International Ltd wants to ensure your complete satisfaction with our products.
You may cancel a Contract at any time within 14 working days, beginning on the day after you received the products. In this case, you will receive a full refund of the price paid for the products in accordance with our returns policy.
To cancel a Contract, you must inform us in writing by emailing firstname.lastname@example.org. We will then email you a return authorisation form (RMA) for you to enclose with your parcel . You must also return the product(s) to us immediately at your own cost and risk. Goods must be in the same condition in which you accepted them and in the original packaging. All goods will be inspected on their return. You have a legal obligation to take reasonable care of the products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
All other non-sale returns can be accepted within 30 days of receipt of your order. You do not need to contact us to arrange a return just follow the instructions below.
We can only accept sale items for return within 7 days of receipt of your order for UK customers and 14 days of receipt of your order for customers outside the UK.
When you return a product to us:
- Because you have cancelled the Contract between us within the 14 day cooling-off period (see above), we will process the refund due to you as soon as possible and, in any case, within 30 days of the date you have given notice of your cancellation. In this case, we will refund the price of the product in full, including the cost of sending the item to you providing you have returned the entire order. However, you will be responsible for the cost of returning the item to us.
- For faulty/incorrect items that are returned we will refund you the full cost of the item, including the delivery charges for sending the item to you providing you have returned the entire order to us. We will also cover the cost of the return. We will process the refund due to you as soon as possible and, in any case, within 30 days of the date you returned the item to us.
- For items requested for return for any other reason, after the 14 day cooling-off period, we will refund the cost of the item only and not the initial delivery charges. You will be responsible for the cost of returning the item to us. We will process the refund due to you as soon as possible and, in any case, within 30 days of the date you returned the item to us
instructions on how to return your item
- Please complete the Rocket Dog Returns Form you received inside your parcel and ensure you enclose this with your return to enable us to process and replace or refund your order swiftly
- We have now introduced a simpler way to return your unwanted items to us using Collect+
- All UK parcels will contain a Collect+ returns label. If you wish to use this simple service please follow the instructions on the label. There are over 5,000 Collect+ stores in the UK. Please ensure you keep the receipt given to you when you take your parcel to your Collect+ store. Without a receipt we cannot track missing parcels and will therefore be unable to issue a refund
- If you are based in the UK and you are returning your item due to a fault or because you have received the incorrect item then please only return using the Collect+ service. If you cannot do this then please email email@example.com. to request a Royal Mail returns label
- If you are based outside of the UK or within the UK and returning a non-faulty item and you do not wish to use the Collect+ service then please return your item using a method of your choice ensuring it generates proof of posting. Rocket Dog Brands will not be held responsible for the loss of any items returned via your own means where a proof of posting cannot be submitted
- The return address is: Rocket Dog Brands International Ltd, Wincanton, Euro Hub, Long Croft Road, Corby, NN18 8EY, UK
- If you return your item using the Collect+ service you will have the return charges of £3.10 deducted from your refund. This does not apply to items returned due to a fault or because you have received the incorrect item
- All free gifts sent with purchase must be included in your parcel if you are returning your complete order to us
- If you purchased items as part of a promotion (Buy 1, Get 1 Free) and return a qualifying item (this being the first pair purchased in order to obtain a 2nd pair free), RocketDog.co.uk reserves the right to charge you (by deducting this from your refund amount) the retail price, as shown on the website, of the discounted item.
- Please note that returns must be posted to us and cannot be accepted in person
If it is over 7 working days since you returned your order to us and your status hasn't been updated then please contact us via email at firstname.lastname@example.org. quoting your order number, together with the return tracking number or a copy of your certificate of posting.
We can only refund the credit/debit card or PayPal account originally used for payment.
If you would like to exchange your purchase for an alternative size or colour you can do this by emailing Customer Services on email@example.com or calling 020 8207 7200 (Mon - Fri between 9am - 5.30pm) and completing the Returns Form stating your chosen replacements size or colour, then send your order back via Collect+ and there will be no additional costs for you.
Your UK statutory rights are not affected by our returns policy.