Refund policy

Returns & Refunds

We want you and your dog to be happy with everything you buy from Puddleford. If something isn't right, here's exactly where you stand.

Changed your mind
You have 14 days from the day your order arrives to tell us you'd like to cancel, and a further 14 days to send the items back. Items must be unused, in a resaleable condition and in their original packaging.

Once we receive the items — or proof that you've posted them — we'll refund the price you paid, plus the standard delivery charge, within 14 days, to the original payment method.

Return postage for change-of-mind returns is paid by you. We recommend a tracked service, as we can't refund parcels that don't reach us.

Faulty, damaged or wrong item
If an item arrives faulty, damaged or isn't what you ordered, email us within 30 days with a photo, and we'll put it right straight away — a replacement or a full refund, whichever you prefer. We cover the cost of return postage, and in many cases you won't need to send the item back at all.

Wrong size? One free swap
Sizing a dog coat isn't always easy. If the size doesn't fit, get in touch within 14 days and we'll send the correct size — the exchange itself is free; you only cover postage back to us.

How to start a return
Email us at hello@puddleford.co.uk with your order number and what's wrong, and we'll reply with the returns address and instructions. Please don't send anything back before contacting us. Our returns address is 25 Fairmile Road, Christchurch, BH23 2LA.

Your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 are not affected.