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 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.
Returns requested outside of the seven day cooling off period can only be accepted within 30 days of receipt of your order.
Please note that after the seven day cooling off period we cannot accept SALE items for return unless the item is faulty or the incorrect item was received.
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 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 for the return as per our instructions below. 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 seven day cooling-off period, we will refund the cost of the item only and not the delivery or return charges. 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 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 and your reason for return
- You will then receive instructions on where to send your purchase and a return authorisation form (RMA) via email which you will need to enclose with your return. Without this RMA we may not be able to match the return to your order and cannot guarantee your refund will be processed
- 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
- All free gifts sent with purchase must be included in your parcel if you are returning your complete order to us
- 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 must be posted to us and cannot be accepted in person
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.
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.
STATUTORY RIGHTS
Your UK statutory rights are not affected by our returns policy.
