Refund policy
Refunds & Returns – Dog Grooming Products
We want you to be happy with your purchase. If you need to return a product, please read the information below.
Returns & Exchanges
If you change your mind about a product, please contact us as soon as possible.
For products that are eligible for return, items must be unused, unopened, with any tamper or hygiene seals intact, and in their original, re-sellable condition.
For hygiene and safety reasons, certain products cannot be returned once they have been opened or used. This does not affect your statutory rights if a product is faulty, damaged or not as described.
We may ask for photographs of the product before approving a return.
If your return is approved, we will provide you with a returns reference number and instructions for returning the item.
Return Postage
If you are returning an eligible item because you have changed your mind, you are responsible for the cost of returning the item unless otherwise required by law.
Where a product is faulty, damaged or incorrect, please contact us before returning it so that we can arrange the appropriate solution.
Refunds
Once we receive and inspect your returned item, any refund due will be made to your original payment method.
We will process refunds within the timeframe required by applicable UK consumer law. Your bank or card provider may then take additional time to process the payment.
Faulty, Damaged or Incorrect Items
Please check your order when it arrives.
If your item is faulty, damaged or you have received the wrong product, please contact us as soon as possible at:
charlotte@honeypupcollection.com
Please include your order number and photographs of the item so that we can assess the issue.
Where appropriate, we will arrange a repair, replacement or refund in accordance with your statutory rights.
Please do not return a faulty, damaged or incorrect item until we have contacted you with return instructions.
Missing Orders
If your order has not arrived within the expected delivery timeframe, please contact us at:
charlotte@honeypupcollection.com
We will investigate the delivery and contact the relevant delivery provider where necessary.
Contact Us
For all returns, exchanges or questions about an order, please contact:
charlotte@honeypupcollection.com
Please include your order number wherever possible.
Nothing in this policy affects or limits your statutory rights under UK consumer law.
Refunds & Returns – BioThane® Dog Leads
We want you to love your new BioThane® dog lead. Every lead is handmade to order with care and made according to the options you select.
Custom & Made-to-Order Leads
Our BioThane® dog leads are made to order and customised according to your choices, including:
- BioThane® colour
- 16mm or 19mm width
- Silver or antique brass hardware
Because these leads are made specifically to your chosen specifications, they are custom-made products and are not eligible for cancellation or return simply because you change your mind, where the law permits. UK consumer regulations provide an exception to the usual online cancellation rights for bespoke and customised goods.
Please check your selections carefully before completing your order.
Faulty, Damaged or Incorrect Leads
If your lead arrives faulty, damaged or different from the specifications you ordered, please contact us at:
charlotte@honeypupcollection.com
Please provide your order number and photographs of the issue so we can assess it.
If there is a problem with your order, we will work with you to put it right. Depending on the circumstances, this may include a repair, replacement or refund.
Your statutory rights are not affected.
Wear & Damage
BioThane® is a durable material designed for everyday use, but dog leads and hardware can be damaged through misuse, accidents, chewing or normal wear and tear.
Please regularly inspect your lead, clips, D-rings and other hardware for signs of wear or damage.
Stop using the lead immediately if you notice damage that could affect its safety.
We cannot accept responsibility for damage resulting from misuse, chewing, accidents, unauthorised alterations or normal wear and tear.
Changes & Cancellations
As your lead is made specifically to your chosen specifications, please contact us as soon as possible if you need to change or cancel your order.
Once we have started making your lead, we may not be able to make changes or cancel the order.
Making & Dispatching Your Lead
Every BioThane® lead is handmade to order.
Please allow up to 2 weeks for your order to be made and dispatched, plus the delivery time.
We appreciate your patience while we make your lead especially for you.
Contact Us
If you have any questions about your order or believe there is a problem with your lead, please contact:
charlotte@honeypupcollection.com
Please include your order number and photographs where relevant.
Nothing in this policy affects or limits your statutory rights under UK consumer law.