Online Returns Policy
Most the time orders are delivered with no issue, however on occasion things go wrong and you may need to arrange a return. You can find details on how to go about it below.
I received a product different to what I ordered
Provided the item is unopened and in new condition we’ll replace the item or provide a full refund. To receive your replacement or refund you must return the original item to us. You will be provided with a label to print out and attach to the parcel to return to us. Once we have received the parcel we will process your refund or replacement within 2–3 days of receiving your item.
My order was damaged in transit
If your order or products were damaged in transit after collection from us and prior to arriving at your delivery address, you will receive a full refund or replacement. The courier will collect the damaged parcel from your address, along with the original packaging, and once the damage has been verified your return will be processed. This process can take up to two weeks. Please note that for your claim to be accepted you must retain the original packaging for your item(s), and the original packaging material used to deliver your order e.g. the courier satchel or delivery box.
The product I ordered arrived faulty or doesn’t work as intended
Please contact us to arrange to return the item for testing. If we confirm that the product was damaged before leaving us, or was faulty out of the box, your item will be repaired or replaced free of charge. A refund may also be offered in some circumstances.
My order did not arrive
If your order doesn’t arrive the first thing to do is contact us, and we’ll investigate on your behalf.
If the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it, we will start an investigation with the courier on your behalf.
Unfortunately, neither Hair of the Dog nor the courier company are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property.
I’ve changed my mind and no longer want the item I ordered
Change of mind returns can be processed as long as the item is unopened and in new condition. The shipping for the return will be at the cost of the buyer. Once we receive the product(s) we will assess them and if there are no issues you will receive a refund for the returned goods only.
I’ve had my item for a while, but it no longer works as described
We will assist where possible with the repair or replacement of faulty items. Where appropriate, we are also happy to work with our suppliers on your behalf or provide you with the contact information for the right people to speak to.
We are fully committed to protecting your rights under the Consumer Guarantees Act. If you have any questions please contact us.