Refund policy

Returns & Refund Policy

Last updated: 9 September 2026

We want you to be happy with your purchase from Southend Dog Shop.

In addition to your statutory consumer rights, we offer a 30-day returns policy on eligible products. This means you have 30 days after receiving an eligible item to request a return.

Nothing in this policy affects your statutory rights.

30-Day Returns Policy

To qualify for our additional 30-day returns policy, an item should be:

unused;
in the same condition in which you received it;
with any tags attached where applicable; and
in its original packaging where reasonably possible.

You will also need your order number, receipt or other proof of purchase.

To request a return, please contact us at:

help@southenddogtraining.co.uk

Approved returns should be sent to:

Southend Dog Shop Returns
PO Box 6222
Rochford
SS1 9GJ

Please contact us before returning an item so that we can provide the appropriate return instructions.

Items sent back without first requesting a return may not be processed correctly.

Where applicable, we will provide return instructions and/or a return shipping label.

For change-of-mind returns made under our additional 30-day policy, you may be responsible for the cost of returning the item unless we tell you otherwise.

If an item is faulty, damaged, incorrect or otherwise does not conform to your statutory rights, we will cover reasonable return costs where required.

Your Statutory 14-Day Right to Cancel

If you are a UK consumer who purchases eligible goods online, you normally have the legal right to change your mind and cancel your order without giving a reason.

You must normally tell us that you wish to cancel within 14 days after the day you receive your goods.

Once you have notified us that you are cancelling, you normally have a further 14 days to return the goods.

To cancel, contact:

help@southenddogtraining.co.uk

You do not have to use any particular wording as long as you clearly tell us that you wish to cancel.

This statutory right is separate from our additional 30-day returns policy.

Condition of Returned Goods

When exercising your statutory right to cancel, you may inspect and handle an item in the same way that you would reasonably be able to inspect it in a shop.

You do not necessarily lose your right to cancel simply because you have opened the packaging.

However, if an item has been handled more than is reasonably necessary to establish its nature, characteristics and functioning, and its value has consequently been reduced, we may make an appropriate deduction from your refund as permitted by law.

Certain sealed goods have different rules where they are unsuitable for return for health protection or hygiene reasons once unsealed.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

an item is damaged;
an item is defective or faulty;
you receive the wrong item;
part of your order is missing; or
an item is not as described.

Email:

help@southenddogtraining.co.uk

Please include your order number and details of the issue. We may ask for photographs of the product and packaging so that we can investigate.

Goods supplied to consumers must be of satisfactory quality, fit for purpose and as described.

Depending on the circumstances, you may be entitled to a refund, repair, replacement, price reduction or another remedy under the Consumer Rights Act 2015.

These rights apply regardless of our voluntary 30-day returns policy.

Perishable and Non-Returnable Goods

The statutory right to change your mind does not apply to certain goods.

These include goods that are liable to deteriorate or expire rapidly.

This may include certain:

frozen raw dog food;
chilled products; and
other genuinely perishable products.

For these products, the normal change-of-mind cancellation right may not apply once the goods have been supplied.

This does not affect your rights if the goods are faulty, damaged, unsafe, incorrectly supplied or not as described.

Please contact us as soon as possible if there is a problem with a frozen or perishable delivery.

We may request photographs showing the goods and packaging when they were received.

Sealed Hygiene Products

Certain goods that are supplied sealed and are genuinely unsuitable for return for health protection or hygiene reasons cannot normally be returned for change of mind after the seal has been broken.

This exception only applies where the relevant legal requirements are met.

Your rights in relation to faulty or incorrectly supplied goods remain unaffected.

Personalised Products

Goods that have been made to your specifications or clearly personalised cannot normally be returned simply because you have changed your mind.

This does not affect your rights if the item is faulty, damaged or not as described.

Sale Items

Purchasing an item at a sale or promotional price does not remove your statutory consumer rights.

Eligible sale items remain covered by statutory cancellation rights for online purchases where applicable, as well as your rights relating to faulty, damaged or incorrectly supplied goods.

Gift Cards

Gift cards may be excluded from our additional voluntary 30-day returns policy.

Any statutory rights that apply to your purchase remain unaffected.

Please contact us if you have a question about cancelling or refunding a gift card purchase.

Exchanges

We do not currently operate a direct exchange service.

If you would like a different product, size or variation, the quickest option is usually to return the eligible item and place a separate order for the replacement.

This does not affect any statutory right you may have to a repair or replacement where goods are faulty.

Return Costs

For returns made simply because you have changed your mind, you may be responsible for the direct cost of returning the goods, provided this was explained to you as required by law.

If an item is faulty, damaged, incorrect or otherwise does not comply with your statutory rights, we will cover reasonable return costs where required.

Please contact us before sending a return.

Refunds

Once we receive your return, we will inspect it and confirm your refund.

For a valid statutory cancellation, we will refund amounts due to you within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first.

Where applicable, a statutory cancellation refund will include the cost of our least expensive standard delivery option.

If you chose a more expensive delivery service, such as premium or express delivery, we are not required to refund the additional amount above the cost of standard delivery.

Refunds will normally be made to the original payment method.

Once we have processed the refund, your bank, card provider or payment provider may take additional time to show the funds in your account.

If you have not received an expected refund, please contact:

help@southenddogtraining.co.uk

Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:

help@southenddogtraining.co.uk

We will try to stop the order before dispatch.

For frozen, raw or other perishable orders, contacting us quickly is particularly important because orders may be prepared and dispatched promptly.

Contact Us

For questions about returns, cancellations or refunds, contact:

Southend Dog Shop
Operated by Southend Dog Training Ltd

Email: help@southenddogtraining.co.uk
Telephone: 01702 746961

Returns address:
Southend Dog Shop Returns
PO Box 6222
Rochford
SS1 9GJ

Please contact us before sending a return.