Robyn&Reg — Returns & Refunds Policy

Last updated: 03/08/2026

At Robyn&Reg, every piece is designed to last for your dog and for you. But we know sometimes a return is needed, and we want that to be simple, fair, and fully in line with your legal rights as a UK consumer.

This policy applies to orders placed directly through robynandreg.com (or our checkout platform). It doesn't affect your statutory rights under the Consumer Rights Act 2015 — if anything below ever seemed to conflict with those rights, your legal rights take priority.

Important: UK law gives online shoppers a legal 14-day right to cancel a distance-sale order for any reason (the Consumer Contracts Regulations 2013), separate from any store returns policy. We've noted below where our 30-day policy goes further than this legal minimum — see the note at the end of this section for what that means in practice.


1. Our 30-Day Returns Policy

We want you to feel confident buying from us, so we offer a generous window as standard:

  • You have 30 days from delivery to return any unused, unworn item in its original condition for a full refund or exchange.
  • Items must be unused, unwashed, and in their original packaging with tags attached. Please try items on your dog without letting them wear them "out and about" until you're sure of fit.
  • Proof of purchase (order number or confirmation email) is required.

What's excluded from this policy:

  • Items that have been used in a way that goes beyond what's needed to establish their nature or fit — e.g. a harness that's been worn on a walk and shows wear, dirt, or damage.

Note: our 30-day policy is designed to be more generous than your legal minimum rights, not a replacement for them. Because UK law requires online sellers to honour the 14-day statutory cancellation right regardless of store policy, a customer who invokes that legal right within the first 14 days would still be entitled to it even where it sits outside what's written above. We'd recommend confirming with a solicitor how you want this handled operationally before publishing, so your policy and your practice stay aligned with the law.


2. Faulty or Damaged Items

If an item arrives faulty, damaged, or not as described, you're protected under the Consumer Rights Act 2015, regardless of the returns windows above:

  • Within 30 days of delivery: you're entitled to a full refund, replacement, or repair for a faulty item — your choice.
  • After 30 days (up to 6 months): we're entitled to one attempt at repair or replacement first. If that doesn't resolve it, you can request a refund or price reduction.
  • After 6 months, you may still have rights, but you'd need to show the fault was present at the time of delivery.

Please contact us with photos of the fault or damage as soon as you spot it, this helps us sort things quickly without you needing to wait on a lengthy back-and-forth.



3. How to Start a Return

  1. Email robynandregpetwear@gmail.com with your order number and the reason for return.
  2. We'll confirm your return is eligible and send you the return address and any paperwork needed.
  3. Pack the item securely in its original packaging where possible.
  4. Post the item back using a tracked service, we recommend this as we can't be responsible for items lost in transit that don't have proof of postage.
  5. Once received and inspected, we'll process your refund or exchange within 14 days.

Who pays return postage?

  • If you're returning an item because you've changed your mind (30-day policy), return postage is at your own cost.
  • If the item is faulty, damaged, or incorrect, we'll cover return postage — contact us first for instructions before sending anything back.


4. Refunds

  • Refunds are issued to your original payment method.
  • We refund the full item cost. Original delivery charges are not refunded for returns made under our 30-day policy, unless the item was faulty, damaged, or incorrect.
  • Please allow up to 5–10 working days for the refund to show in your account after we process it, depending on your bank.



5. Exchanges

Want a different size or colour instead of a refund? Let us know when you request your return and we'll arrange an exchange, subject to stock availability. If the new item costs more or less, we'll take payment for or refund the difference accordingly.


6. Gifts

If you received a Robyn&Reg item as a gift, we're happy to offer an exchange or store credit with proof of purchase, even if the refund would otherwise go to someone else's payment method.


7. International Orders

For orders shipped outside the UK, the same returns rights apply. Customers are responsible for return shipping costs and any customs charges incurred, unless the item is faulty or incorrect.

Please note we currently only ship to the UK, this information is a place holder for when we are ready to ship internationally

 

8. Contact Us

robynandregpetwear@gmail.com

We read every message ourselves, there's no big team behind Robyn&Reg, just us making sure it's sorted properly.

 

 

This policy is provided as general guidance based on UK consumer law (the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013) and is not a substitute for independent legal advice. We'd recommend having a solicitor review this before publishing, particularly the bracketed placeholders, to make sure it reflects your exact business setup.