Refund policy

REFUND & RETURNS POLICY

We want you and your dog to be happy with Awesome Pets. This policy explains how returns and refunds work. Please read it before sending anything back. All refunds require the product to be returned to us. We cannot refund items that have not been returned.

1. THE HAPPY DOG GUARANTEE (30 DAYS)
If our Anti-Itch Shampoo isn't right for your dog, you can claim a refund under our Happy Dog Guarantee, provided all of the following conditions are met:
- You contact us within 30 days of delivery and before sending anything back.
- You include your order number, the reason for the return and a photo of the product.
- We confirm your return and send you our returns address. Returns sent without prior approval may not be accepted.
- You return the bottle, opened or unopened, within 14 days of our approval.
- You pay the cost of return postage and obtain proof of postage. We are not responsible for items lost in the post on their way back to us.
- The guarantee is limited to one bottle per customer and one claim per household. Any further bottles in the same order must be returned unopened and in their original condition to be refunded.

Once we have received and inspected the returned item, we will refund the price you paid for it. Original delivery charges are not refunded under the guarantee. We reserve the right to refuse claims where the conditions above are not met or where we reasonably believe the guarantee is being misused.

2. CHANGING YOUR MIND (14 DAYS)
Under UK law, you can cancel your order within 14 days of delivery without giving a reason. To do this, tell us within that time and then return the items within a further 14 days.
- For hygiene reasons, this right applies only to items that are unopened, with any seal intact, and in their original condition.
- You are responsible for the cost of returning the items.
- We will refund the item price and the standard delivery charge you paid. If you chose Express delivery, we will refund only the cost of standard delivery.

3. FAULTY, DAMAGED OR INCORRECT ITEMS
If your order arrives damaged or leaking, is faulty, or isn't what you ordered, please contact us as soon as possible, ideally within 48 hours of delivery, with your order number and photos. We may ask you to return the item. If we do, we will cover the cost of return postage and offer a replacement or a full refund, including delivery charges.

4. MULTI-BUY ORDERS
If you bought multiple bottles with our Buy 2, Save 10% offer, refunds are based on the discounted price you actually paid for each bottle.

5. HOW REFUNDS ARE PAID
Refunds are made to your original payment method within 14 days of us receiving the returned item. We do not offer cash refunds or refunds to a different card or account.

6. HOW TO START A RETURN
Email us at info@awesomenorth.co.uk with your order number, the reason for your return and a photo of the product. Please don't post anything back until we have replied with the returns address and confirmed your return.

YOUR LEGAL RIGHTS
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.