Rocket Dog UK

Rocket Dog Brands International Ltd wants to ensure your complete satisfaction with our products and we try to make returning an item to us as easy as possible.

At a glance:

• All returns can be accepted within 30 days of receipt of your order.
• You will be notified by email when we have received your returned item.
• You will be emailed again when we have processed your refund.
• Need a new Returns Form? Download one here.

All returns can be accepted within 30 days of receipt of your order. You do not need to contact us to arrange a return just follow the instructions on your Returns Form incuded in your order. If you need another Returns Form, you can download one here. There are also further return instructions below if required.

All returned items will be inspected and subject to approval, and all approved refunds will be processed as soon as possibile, but within 14 days of us receiving your return package. You will be notified by email when we have received your returned item and also emailed again when we have processed your refund.

You may cancel a Contract at any time within 14 working days, beginning on the day after you received the products. In this case, you will receive a full refund of the price paid for the products in accordance with this returns policy.

To cancel a Contract, you must inform us in writing by emailing the Customer Service team at help@rocketdog.co.uk. Then simply complete the Returns Form which you will find enclosed in your order. You must also return the product(s) to us immediately at your own cost and risk. Goods must be in the same condition in which you accepted them and in the original packaging. All goods will be inspected on their return. You have a legal obligation to take reasonable care of the products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

INSTRUCTIONS ON HOW TO RETURN YOUR ITEM

Please complete the Rocket Dog Returns Form you received with your parcel and ensure you enclose this with your return to enable us to process and replace or refund your order – PLEASE ENSURE YOU INCLUDE YOUR ORDER NUMBER WHERE INDICATED.

We have now introduced a simpler way to return your items to us in the UK using in the Collect+

All UK parcels will contain a Collect+ returns label. If you wish to use this service please follow the instructions on the label. Please ensure you keep the receipt given to you when you take your parcel to your Collect+ store.

If you are based in the UK and you are returning your item due to a fault or because you have received the incorrect item then please only return using the Collect+ service. If you cannot do this then please email help@rocketdog.co.uk to request a Royal Mail returns label

If you are based outside of the UK – or within the UK and returning a non-faulty item and you do not wish to use the Collect+ service – then please return your item using a method of your choice ensuring it generates proof of posting. Rocket Dog Brands will not be held responsible for the loss of any items returned via your own means where a proof of posting cannot be submitted

The return address is: Rocket Dog Brands International Ltd, Wincanton, Euro Hub, Long Croft Road, Corby, NN18 8EY, UK

If your order was £15 or over, you are entitled to free returns within the UK. If your order was up to £14.99 and you return your item using the Collect+ service, you will have the return charges of UK £3.50 deducted from your refund. This does not apply to items returned due to a fault or because you have received the incorrect item

All free gifts sent with purchases must be included in your parcel if you are returning the qualifying item/s to us

Please note that returns must be posted to us and cannot be accepted in person

Once we have received your returned item(s), we will notify you by email. Once the status of your account has changed to “Refunded” please allow up to 10 days for the refund to be received into your account. If it is over 7 working days since your returned order has been received by us and your status hasn’t been updated then please contact us via email at help@rocketdog.co.uk quoting your order number, together with the return tracking number or a copy of your certificate of posting.

We can only refund the credit/debit card or PayPal account originally used for payment.
If you would like to exchange an item in your order like for like, please contact our Customer Service team on either 020 7380 8340 or help@rocketdog.co.uk

Your UK statutory rights are not affected by our returns policy.

EXCHANGES

We can offer like for like exchanges so if you would like to exchange your purchase for an alternative size or colour of the same style you can do this by emailing Customer Services on help@rocketdog.co.uk or calling 020 7380 8340 (Mon – Fri between 9am – 5.30pm) and completing the Returns Form stating your chosen replacement size or colour. Then simply send your order back via Collect+ and there will be no additional costs for you. We fulfil exchanges where we can but if we have no stock available in your chosen size or colour, you will be notified by email and a refund will be issued.

STATUTORY RIGHT

Your UK statutory rights are not affected by our returns policy.

For more information visit Rocket Dog UK