Delivery
UK delivery is on a Royal Mail 48 hour service and costs £6.99 per order.
Return Policy
Thank you for shopping with The Dog Wash Company. We take pride in supplying high-quality self-service dog wash machines, accessories and related products. The following Returns & Refunds Policy explains your rights as a consumer and our approach to returns, exchanges and refunds.
Under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (for online/remote sales) you have certain automatic rights when buying goods from us. These include the right to a refund, repair or replacement if goods are faulty, not as described or unfit for purpose. Accepting returns and giving refunds: the law – GOV.UK
Our policy is in addition to (and does not replace) these rights.
Returns for change of mind:
If you purchase online (distance sale), you have the right to cancel your purchase within 14 calendar days of receiving the goods without giving a reason. Once you have told us you wish to cancel, you then have a further 14 calendar days to return the goods.
Products must be returned to us in their original packaging, unused, undamaged and in a condition resalable if you wish to make use of this right.
Return postage costs for change of mind returns are ordinarily borne by you, unless otherwise stated at the time of purchase.
Once we have received the returned item (or you have supplied proof of returned shipment), we will issue your refund within 14 days.
Please note that bespoke, custom-made or personalised items may not be eligible for a change-of-mind return (unless faulty) – we will point this out at time of order if applicable.
Returns for faulty or mis-described goods:
If the goods you receive are faulty, incorrectly described or not fit for the purpose you reasonably expected, you are entitled to a refund, repair or replacement.
If you want to reject the goods for a full refund, you should do so within 30 days of receiving them. After this period but within six months, you may still be entitled to a repair or replacement, or refund if the repair/replacement fails.
Upon acceptance of your claim, we will refund the cost of the goods and any standard delivery cost you paid. We may also cover return postage for faulty goods.
We ask that you notify us of a fault as soon as possible and provide your proof of purchase and details of the fault.
How to return goods:
- Contact us at office@thedogwashcompany.co.uk quoting your order number, item code and reason for return.
- If returning under change of mind, await our return instructions.
- Pack the goods securely in original packaging (or equivalent) and send to: Unit B2, Cirrus Court, Bournemouth, East Parley, Christchurch BH23 6BW
- We recommend you use a tracked postal service and keep proof of postage – we cannot accept responsibility if the item is lost in transit.
- Once we receive the goods (or proof of posting where allowed), we will inspect them and process your refund, exchange or repair as appropriate.
Refund processing:
Refunds will be made using the same payment method you used for the purchase, unless otherwise agreed. We will make refunds without undue delay and, in any event, within 14 days of the day we agree the refund. If you selected a more expensive delivery option than the standard rate we offered, we may deduct the difference for change-of-mind refunds.
We may deduct an appropriate amount if goods are returned in damaged or used condition (unless the fault lies with us).
Exclusions & conditions:
We do not accept returns of items that have been used, damaged by you, or are missing any original parts or accessories (unless faulty). Some items (for example bespoke builds, personalised items or products cleared for sale) may be non-returnable for change of mind – this will be clearly stated at the time of order. This policy does not affect your statutory rights.
What happens if we cannot fulfil your order or there’s a delay:
If we become aware that we cannot supply the goods you ordered (for example due to stock/unavailability) we will notify you without undue delay and offer you the choice of: (i) a full refund, or (ii) alternative goods of equivalent value.
Until the contract is fulfilled, you have the right to cancel and obtain a full refund. The same rules apply for services if they have not yet been performed.
Contact us:
If you have any questions about this policy or a return, please contact us at:
Email: office@thedogwashcompany.co.uk
Telephone: 01202 403553
Address: Unit B2, Cirrus Court, Bournemouth, East Parley, Christchurch BH23 6BW
Thank you for choosing The Dog Wash Company. We aim to resolve all queries promptly, ensuring you have full confidence in your purchase and experience with us.