Refund policy
Returns & Refunds
We hope you love your Hughies order. If something isn’t quite right, please contact us at nigel@hughies.dog and we’ll help you with your return.
Changed your mind?
For eligible items bought online, you can tell us that you wish to cancel your order within 14 days of receiving it. You then have a further 14 days to return the item to us.
Returned items should be unused and in a condition suitable for resale. You may handle an item as you reasonably would when examining it in a shop.
Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning it to us.
Once we receive your return, we will process any refund due as soon as possible and within the applicable legal timeframe. Where required, the original standard delivery charge will also be refunded.
Personalised & custom-made items
Many Hughies products can be personalised or specially made for you.
Items that have been personalised or custom-made to your specifications cannot normally be returned simply because you have changed your mind. This includes products personalised with embroidery or made specifically to a customer’s requirements.
This does not affect your rights if an item is faulty, damaged, incorrectly supplied or not as described.
Wrong size
Please check the relevant size guide and measure your dog carefully before ordering.
If you order the wrong size, contact us and we will see whether an exchange is possible. Where an exchange is accepted because the incorrect size was ordered by the customer, return postage and any additional delivery costs will normally be the customer’s responsibility.
For personalised or custom-made products, an exchange may not be possible unless there is a fault with the item.
Faulty, damaged or incorrect items
If your order arrives faulty, damaged, not as described or you receive the wrong item, please contact us at nigel@hughies.dog.
Please include your order number and, where helpful, photographs showing the problem.
We will work with you to put things right. Your statutory rights regarding faulty or incorrectly supplied goods are not limited by our 14-day change-of-mind returns period.
How to make a return
Before sending anything back, please email nigel@hughies.dog with:
- your name and order number
- the item you would like to return
- the reason for the return
We will then provide the appropriate return instructions.
Please obtain proof of postage and keep it until your return has been completed.
Refunds
Once your return has been received and checked, we will let you know that it has arrived and process any refund due to your original payment method.
Your bank or card provider may take additional time to show the refund in your account.
Return address
Hughies Dog Accessories
Suite 15
159 New Kent Road
Metropolis Buildings
London
SE1 4AG
United Kingdom
Please contact us before sending a return.
Your statutory rights
Nothing in this policy affects your statutory rights under UK consumer law.
