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  1. Returned goods must be unused, still have tags attached, and in its original packing. (We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged).

  2. Please ensure all returned goods are securely packaged and labelled prior to shipping.

  3. Please include the purchase invoice (item, customer's name and address) in the package.

  4. Please kindly return items to us at: Micro Pooch Ltd, 107 F2 Cold Bath Rd, Harrogate, United Kingdom HG2 0NU

  5. We strongly recommend using 'signed for' / tracked delivery for return parcels. Please note - we cannot be held responsible for any lost or stolen non-trackable returned goods. We provide customers with FREE outward shipping. The cost of return shipping is borne by the customer. 

  6. For International faulty product returns we will refund postage up to a maximum of £20.00 GBP. Please email us before posting. We are not liable to cover any additional international shipping costs incurred, exceeding this amount (directly relating to the customers own country / location) and this is the responsibility of the customer when purchasing goods Internationally.

  7. Customs Declaration Labels (see example label below)Please ensure that parcel contents are marked as 'Other' (NOT 'Merchandise') and described as 'Returned Goods'. Parcel contents must be valued at £0.00 (The adding of a value, or retail price, may result in the UK customs team assuming that the parcel's contents are a newly 'purchased item' from the customer's own country, as opposed to a previously UK purchased 'returned item'. We do not accept returns liable for import duty charges upon arrival back in the UK. Parcels will be returned to sender). 

  8. Refunds will be processed within 5 working days upon receipt of returned parcels and will be for cost of goods only. Please note that PayPal / Credit Cards may take up to 7 working days to credit customers account. 

  9. We will advise customers, by email, when their refund has been processed.


Thank you! 

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