Returns & Refunds
Returns and Refund Policy
At Nastymutts, we want you to be happy with your purchase of our naughty dog harnesses. However, if for any reason you’re not completely satisfied, we offer a simple return and refund process, whether for non-faulty items or those that may have defects.
1. Return Period
You can return non-faulty items within 14 days of receiving your order. You must notify us of your wish to return your order within this 14-day period by contacting us at support@nastymuttsuk.com. Once notified, you have another 14 days to send your order back.
2. Return Conditions
For both non-faulty and faulty returns, the following conditions apply:
- All returned items must be unused, in a resaleable condition, and have all original tags still attached.
- The items must be clean and free of dog hair.
- Items that show signs of use beyond trying on may incur a small charge to cover the reduction in the item’s value.
3. Returning Faulty Items
If an item is faulty or defective, please provide proof of purchase (e.g., your order receipt) and send a clear photo of the defective product showing the issue to support@nastymuttsuk.com. If the photos are unclear, we may ask you to return the item for further inspection. You may be asked to return the product using 2nd class recorded delivery only. We do not cover other return methods.
4. Non-Faulty Item Returns
If you are returning non-faulty items, you must follow these steps:
- Notify us within the 14-day return window.
- Ensure the item is returned in the same condition as received (unused, clean, and with all tags attached).
- The return delivery cost is at your own expense, and the original shipping costs are non-refundable.
5. Return Process
To initiate a return, follow these steps:
- Download the returns form from our website.
- Fill out the form and include it with your return package.
- Send the parcel to the following returns address:
Nastymuttsuk
51 Cleveland Gardens, NW2 1EA, London, England
6. Return Costs
For non-faulty items, the return shipping cost is the responsibility of the customer. We do not cover the cost of returning non-faulty items. In cases of faulty or defective items, we will cover the return costs using 2nd class recorded delivery only.
7. Refund Processing
Once we receive your return, we will process it within 5 working days. If you are due a refund, please allow up to 10 days for the refund to appear in your bank account. Refunds and returns may incur a 10% processing fee.
8. Exchanges
If you wish to exchange an item, please indicate this when you notify us of the return. We will do our best to process the exchange within a few days. If the product is out of stock, we will work with you to find a solution, such as an alternative item or store credit.
9. FAQs
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What if my exchange product is unavailable?
If the item is out of stock, we will contact you to offer an alternative or issue a refund/store credit. -
Where can I find my order number?
Your order number is in the confirmation email sent after purchase. If you cannot locate it, contact customer support at support@nastymuttsuk.com. -
What if a product is delivered faulty or damaged?
In the rare event of a faulty or damaged item, please email us with photos of the damage. We will resolve the issue as quickly as possible, either by replacing the product or issuing a refund. -
What if my return is outside the 14-day window?
If you miss the 14-day return period, we may offer you an exchange or store credit at our discretion. Please contact customer support for assistance. -
What should I do if my order is the wrong size?
Make sure to measure your dog correctly before ordering using our size guides. Wrong-sized items fall under the non-faulty return policy, meaning you must return the product within 14 days at your own expense. -
What should I do if my order arrives damaged?
If your order arrives damaged, do not sign for the package. Ask the delivery driver to return it to us, and contact us immediately for further instructions.