Refund policy

We have a 14-day return policy for delivery orders only, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, measuring the same volume, and in its original and undamaged packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at enquiries@thepoodleandthehen.com. If your return is accepted, we’ll send you instructions on how and where to send or drop off your package. Items sent back to us without first requesting a return will not be accepted. Returns will be determined at our sole and absolute discretion.

You can always contact us for any return question at enquiries@thepoodleandthehen.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you received a damaged product, please email photos of the damaged item to enquiries@thepoodleandthehen.com, include your invoice number and name, and we will work with you to resolve the issue.

We do not accept returns for damaged packages due to adverse weather conditions that occur after pickup or delivery. When you place an order, make sure you give clear instructions on an appropriate wet weather friendly location where the package should be left if you are not available, as we give our couriers "authority to leave".

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food and other consumable animal products) and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to choose very carefully; but if you do genuinely get it wrong contact us to discuss at enquiries@thepoodleandthehen.com. Exchange will be considered at our sole and absolute discretion.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at enquiries@thepoodleandthehen.com.