Doug & Bone Refund Policy

Last updated: 21 October 2026

At Doug & Bone, we want you and your dog to be happy with your order. If something isn't right, please contact us and we'll do our best to help.

1. Damaged, faulty or incorrect items

If your order arrives damaged, faulty, incomplete or different from what you ordered, please contact us as soon as possible.

Where possible, include your order number, a description of the issue and photographs of any damage. This helps us investigate and resolve the problem quickly.

Depending on the circumstances and your legal rights, we will arrange an appropriate remedy, which may include a replacement, refund or other resolution.

2. Raw, frozen and perishable products

For food safety and hygiene reasons, we cannot generally accept change-of-mind returns of raw, frozen or other perishable food products where they have been delivered correctly and are of satisfactory quality.

If a food product arrives spoiled, damaged, incorrectly supplied or otherwise fails to meet your legal rights, please contact us so we can resolve the issue appropriately.

Please follow the storage instructions provided with your products. We cannot guarantee the quality of products that have not been stored or handled according to those instructions.

3. Non-perishable products

If you change your mind about a non-perishable item purchased online, you may have a legal right to cancel your order within 14 days of receiving it, subject to applicable legal exceptions.

Where cancellation rights apply, you must notify us within the relevant period. Items should be returned unused and in their original condition where reasonably possible. Unless the item is faulty or incorrect, you may be responsible for the direct cost of returning it if we informed you of this before purchase.

Certain items, including some sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, may be exempt from cancellation rights where the legal conditions are met.

Nothing in this policy limits your statutory consumer rights.

4. Refunds

Once we have agreed that a refund is due, we will process it using your original payment method wherever possible. The time it takes for the funds to appear in your account may depend on your payment provider.

Where a refund is legally required, we will process it within the applicable legal timeframe.

5. Order cancellations

If you wish to cancel an order, please contact us as soon as possible with your order number. We cannot guarantee cancellation once an order has been prepared for dispatch or handed to a delivery service.

Your statutory cancellation rights, where applicable, remain unaffected.

6. How to contact us

For refund requests, returns or order issues, please contact:

Doug & Bone
Email: info@dougandbone.co.uk
Telephone: 01702 417715
Address: 743 London Road, SS0 9ST

Please include your order number so we can help you as quickly as possible.