Refund policy

Returns and refunds

 

We want you and your dog to love what you ordered. If something is not right, tell us and we will fix it.

 

30-day returns. You can ask to return an item within 30 days of delivery. Items should be unused and in their original condition. Email krish@heart-side.org with your order number and we will send return instructions. Please do not post anything back before you have heard from us, because our products ship from partner warehouses and the return address depends on the item.

 

Damaged, faulty or wrong items. If your order arrives damaged, faulty or not what you ordered, email krish@heart-side.org within 30 days of delivery with your order number and a photo. We will send a free replacement or refund you in full, including shipping, and you do not need to send the item back.

 

Personalised items. Name tags and other engraved or personalised items are made to order, so we cannot accept them back for change of mind. If a personalised item arrives with a spelling mistake that matches what we received, or with a different name from the one you entered, we will replace it for free.

 

Return postage. For change-of-mind returns, return postage is paid by the customer. For damaged, faulty or wrong items, we cover it.

 

Refunds. Once a return is approved and received, or a refund is agreed, your refund goes back to your original payment method within 5 to 10 business days. Shipping is refunded when the item was damaged, faulty or wrong.

 

Cancellations. You can cancel an order before it ships by emailing krish@heart-side.org as soon as you can. Once an order has shipped, the return process above applies.

 

Questions. Email krish@heart-side.org and we will reply within 2 business days.