Updated 17 October 2026. This policy applies to new orders. If we expressly offered a longer return period when you placed an earlier order, we will honour that promise.
Our 30-day money-back guarantee
Tell us that you wish to cancel within 30 days after the day your order is delivered. For an order delivered in separate parts, the period begins after the final item arrives. You do not need to give a reason. After notifying us, you have a further 14 days to send the goods back.
How to arrange a return
Email thedognook@hotmail.com or use our contact form. Include your order number and the items you want to return. We will provide return instructions and the correct destination. Please contact us before posting goods rather than using an address on the delivery packaging. An unequivocal cancellation message sent within the deadline is sufficient; you do not need to wait for our approval to exercise your cancellation right.
Return postage
We provide one free return parcel per customer order for an eligible change-of-mind return, using the label or return method we arrange. Tell us all the items you wish to return together so we can confirm the correct packing and destination. For any additional separate change-of-mind return from the same order, you pay the direct return postage. We will explain the arrangements before you send it.
We cover the reasonable return cost of faulty, damaged, incorrect or misdescribed goods. These rights are separate from the free first return offer.
Condition of returned items
You may inspect goods as you would in a shop. Please pack them securely and return all supplied parts and accessories. We may reduce a change-of-mind refund to reflect lost value caused by handling beyond what is necessary to check the nature, characteristics and functioning of the goods. Opening packaging alone does not automatically remove your right to cancel. There is no restocking fee.
Refunds
We refund to your original payment method unless you expressly agree otherwise. We process cancellation refunds within 14 days of being told you are cancelling, but may wait until we receive the goods or evidence that you sent them back, whichever happens first. When the whole order is cancelled, we also refund the standard outbound delivery charge paid; any extra charge for an upgraded delivery service is not refundable.
For a partial return or bundle return, the item refund is based on the amount actually paid for the returned item, including its allocated discount. Bank processing time may affect when the refund appears in your account.
Faulty, damaged or incorrect goods
Contact us with the order details and what is wrong. Photos can help us investigate, but are not a condition of your statutory rights. The 30-day guarantee does not limit your rights if goods are faulty, not as described or otherwise do not meet legal requirements. We will arrange the appropriate refund, repair or replacement in line with those rights.
This voluntary 30-day guarantee extends your statutory cancellation period. Your statutory rights remain unaffected.
Optional cancellation form
You can copy this into an email or letter; using it is optional.
To: The Dog Nook, 10 Old Farm Close, Hounslow TW4 7AB, United Kingdom; thedognook@hotmail.com.
I give notice that I cancel my contract for the following goods:
Goods / order number:
Ordered on / received on:
Your name:
Your address:
Date:
Signature (only if sent on paper):