Returns

Rocket Dog Brands International Ltd wants to ensure your complete satisfaction with the products.

You may cancel a Contract at any time within seven 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 this returns policy.

To cancel a Contract, you must inform us in writing. You must also return the product(s) to us immediately, in the same condition in which you accepted them, and at your own cost and risk. 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.

We will accept all other returns within 28 days of Dispatch Confirmation.

When you return a product to us:

• Because you have cancelled the Contract between us within the seven 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. However, you will be responsible for the cost of returning the item to us.
• For any other reason (for instance, if you claim that the product is defective), we will examine the returned product and will notify you of your refund (if applicable) via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective product. Products returned by you because of a defect will be refunded in full, including a refund for the delivery charges for sending the item to you and the cost incurred by you in returning the item to us. If you have returned the product for any other reason we will only refund the cost of the item.

Please send an e-mail with the details of your purchase to help@rocketdog.co.uk before returning your products. Please ensure you state your order number on your email.  You will then receive instructions on where to send your purchase and a return form via email which you will need to complete and enclose with your purchase.

We can only refund the credit/debit card or PayPal account originally used for payment. We cannot handle exchanges. If you wish to change your item please arrange a return and place a new order on our website for the new item.

Once we have received your returned item(s), we will update the status of your account to reflect this.  Once the status of your account has changed to "Refunded" please allow up to 30 days for the refund to be received into your account.  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 help@rocketdog.co.uk quoting your order number, together with the return tracking number or a copy of your certificate of posting.

For all UK returns where Rocket Dog agree to pay the delivery charges, we will email you a prepaid return address label, please attach to your parcel and take to the post office.  Please ensure you request a certificate of posting.  Rocket Dog will not be held responsible for any parcels that do not arrive back with us unless you have a certificate of posting. If the return is from an EU address the return must be sent using a method which generates proof of delivery.

Please note that returns to us must be posted and cannot be accepted in person.

STATUTORY RIGHTS

Your UK statutory rights are not affected by our returns policy.