Changed your mind, or something doesn't fit?
If you've changed your mind on your order you have 14 days to tell us and another 14 days to send the items back to us, unopened and unused. We know you might want to try harnesses, collars and clothes on your dog for fitting purposes. If you do decide to send these back to us, there must be no dog hair on the items, and they must not be dirty, or worn except for fitting. Toys must not be played with or damaged. We can't accept returns for any food products, your statutory rights are not affected. If items received back are covered in dog hair, and not restock-able they will be sent back to you, and no refund will apply.
Unfortunately we don't offer a free returns service and therefore you must pay to send your items back to us, we recommend a tracked service. Exchanges or Refunds are processed within 5 working days of receipt of goods back, you will get a email when we process it. Money for refunds is usually back in your account within 3-5 working days after this, minus the postage costs you originally paid.
Please send everything back in it's original packaging if applicable. Include your order number in the package too.
Our returns address is:
Buddy & Me
The Library Park Farm
Kent ME20 6PE
Order been returned to us?
Some orders need a signature on delivery so you must be home for these, others like parcels that won’t fit through your letterbox may also require you to be home. Your postman will usually leave a card if you're not. Otherwise you can track it online if applicable using the link we send you and you can rearrange delivery from there. Each country's mail service will have different terms on how long they keep mail for. If items are not collected and are sent back an automatic refund is processed (minus your postage costs). We do not send out orders twice unfortunately. We process refunds in the same way as we've mentioned above if this happens.
Got a damaged product?
We hope that will never be the case but sometimes it happens. If you have received a damaged or faulty item please email us first at firstname.lastname@example.org - we will usually ask to see a picture of the damaged product and then decide if we need it to be sent back to us. If we do, we will reimburse you for your return postage costs. Don't forget to include your order number in your email! If we replace the item it'll be at no extra cost to you. If we refund you, you will be refunded in full. We won't be liable for any damage you make to items whilst trying them on your dog i.e. trying to fit an XS t-shirt on a large dog.
Want to exchange?
Yes please send it back to us, with a note with your order number and what size you want to exchange it for.
Put the wrong delivery address in?
We know it happens, but we can't send orders out twice. Please check your order carefully at the confirmation stage. If it gets delivered to a wrong address that you've input we won't be able to refund you. If it gets sent back to us undelivered, you'll be refunded your product costs but not your postage costs.