Refund policy

Returns

We hope you are pleased with your Barking Heads products and they arrive in perfect condition, however in the circumstance that you experience a problem, please contact us via our dedicated customer care page at https://customercare.barkingheads.co.uk/

When returning items, please ensure they are appropriately packed so they are protected from damage in transit. You are responsible for returning the items to us in the condition they arrived. We recommend using a tracked service with insurance to protect yourself should the items go missing or be damaged during transit.

Returns Address:

FAO: Barking Heads & Meowing Heads DTC Returns,
Inspired Pet Nutrition,
Dalton Airfield,
Topcliffe, Thirsk
YO7 3HE

Important: please contact us to arrange a return before returning any items. Failure to do so could result in significant delays in handling your return.

Faulty, Damaged or Incorrect Items

Your right to return faulty or incorrect items is covered under The Consumer Rights Act 2015. You have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund or exchange.

  1. If you feel a product is faulty, or we have sent you the wrong item, please contact us as soon as possible to arrange a refund or replacement.
  2. You must notify us within 30 days of your order being delivered.
  3. Refunds will be sent no longer than 5 business days after your initial contact, either by email or phone. 

Changing your mind / making a mistake / cancelling an order

As per online and distance selling regulations, you may have the right to cancel your order after it has been placed.

If you change your mind or make a mistake and wish to cancel your order after placing it, you can do so within 14 days of receiving your items by first contacting us to notify us of the cancellation. Please provide your order reference/number, which you can find in your order confirmation email.

For logistical reasons, once payment has been taken and your order is confirmed, it may not be possible to prevent the order from being shipped and a return will be necessary.

If your item has arrived, you must arrange your own return delivery and will be responsible for paying the costs of returning the order to us. The original shipping costs are non-refundable and will be deducted from any refunds given.

Refused and returned deliveries

An additional £5.00 return shipping fee will be deducted from any refunds given in the event that your order is returned to us via the original courier due to:

  • Refusing to accept the order when it arrives at your address
  • Cancelling an order during transit that is already on route to you
  • Providing an invalid or incomplete delivery address, which resulted in a failed delivery and the item being returned
  • Missing the delivery after multiple attempts and failing to re-arrange or collect your order from a pick-up shop 
  • A breach of our terms of service that has resulted in the order being returned to us before delivery was completed

Refunds

The original and any return shipping costs are non-refundable and will be deducted from any refunds given.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds

While we always endeavour to issue refunds as soon as possible, please note that it can take 5-10 business days for the refund to be processed by your bank which is a timeframe that is out of our control.

In some cases, refunds may be carried out in the form of a charge reversal, in which case the original charge drops off your bank statement, and a separate credit is not listed.

If you are concerned that your refund has not been processed, please contact your bank to check if they have received it. If after contacting the bank you are still unsure, please contact us and we will look into this further for you.