Refund Policy

Our Return and Refund Policy was last updated 30th October 2023

Thank you for shopping at heatonsdogadventures.com

If for any reason you are not completely satisfied with a purchase, we invite you to review our policy on refunds and returns.

The following terms are applicable for any products that you have purchased from us. We will always endeavour to find a satisfactory solution and work with you to achieve this.

Interpretation and Definitions

Interpretation

The words in which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in the plural.

Definitions

For the purposes of this Return and Refund Policy:

“Company” (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Heatons Dog Adventures.

“Goods” refers to the items offered for sale.

“Orders” means a request by you to purchase goods from us.

“Website” refers to heatonsdogadventures.com, accessible from https://heatonsdogadventures.com

“You” means the individual accessing or using the service, or the company, or other legal entity on behalf of which such individual is accessing or using the service, as applicable.

Your Order Cancellation Rights

You are entitled to cancel your order within 14 days without giving any reason for doing so.

The deadline for canceling an Order is 14 days from the date on which you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the goods delivered.

In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement via email at: hello@heatonsdogadventures.com

We will reimburse you no later than 14 days from the day on which we receive the returned Goods. We will use the same means of payment as you used for the Order, and you will not incur any fees for such reimbursement.

Returning Goods

You are responsible for the cost and risk of returning the goods to us unless otherwise stated. Once your return is accepted we will send you instructions on how and where to send your goods.

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

When we will pay the costs of returning the goods to us - 

• If the products are faulty or misdescribed; or
• If you are ending the contract because we have told you about an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

The goods were purchased in the last 14 days.
The goods are in the original packaging and unused.

The following goods cannot be returned:

• The supply of goods is made to your specifications or clearly personalized.
• The supply of goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
• The supply of goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
• The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Please note that all goods should be returned to Heatons Dog Adventures at your own cost with proof of delivery, unless otherwise stated.

Food and Treat Products - Returns

We aim to supply food at competitive prices with FREE DELIVERY IN THE HEATONS (SK4 Postcode & minimum spend of £25).  We are happy to collect (free of charge) any unopened large bags (10kg and above) of dry food within 14 days of delivery. Any unopened bags (below 10kg) or unopened boxes of wet food or treats will need to be returned at your own cost. 

Due to food and hygiene standards we are unable to accept opened bags of dry food and boxes of wet food or treats.

Pet Washes, Toys, Leads & Collars

All Pet Washes, Toys, Leads and Collars are warranted free from defects for 12 months from the date of supply.  This warrantly does not affect your statutory rights as a consumer.

The warranties do not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or your dog, use otherwise than in accordance with its intented use, failure to follow the manufacturers instructions or any alteration carried out on the goods.  We recommend that all play wth toys should be supervised and leads should be removed and stored out of reach of your dog after use.

Tug-E-Nuff Training Toys - Think your item might be faulty? 

All Tug-E-Nuff Training Toys are make with care, skill and top quality materials. We do not expect these items to be faulty - but occasionally this does happen. 

If you feel your item is faulty, please get in touch and we will investigate.

We will need you to send us some details and photos along with your order number. Please email these to: hello@heatonsdogadventures.com

We will then take a look and get back to you within 48 hours.

We generally consider the following to be faults: 

• Loose or failed stitching
• Large parts of fur and hide come away leaving bald patches
• Squeakers that stop working

If your item has one of the above faults, we will be happy to issue a refund or replacement.

We do not consider the following to be faults:

• Frayed handles (usually this is caused by a dog biting the handle rather than the bite area - something we advise against).
• Holes in hide (typically, this is caused by chewing/unsupervised use, which we also advise against).
• Small amounts of fur coming away (some shedding is normal on the first couple of plays. This is to be expected and will not affect your dog’s enjoyment of the toy or the results you will get).

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us and we will always endeavour to find a satisfactory solution and work with you to achieve this.

Contact Details: hello@heatonsdogadventures.com