Refund policy

Please read our Returns Policy carefully before starting a return.

When can I return an item?

Under the Distance Selling regulations, you have up to 14 days from the date your item is delivered to return any items to us.

You can return an item to us within the 14 day window for any reason at all! However, it MUST meet the following criteria:

To be eligible for a return, your item must be in the same condition that you received it:
Unworn - aside from trying on in the home
Unused
Free from dog hairs, dirt, marks or stains. 
It must come with the tags, and with its original packaging in order for us to be able to re-sell. 

Perishable goods such as food items are excluded from this policy.

While we understand that you may need to carefully try on an item for size, we cannot accept any item that does not meet the above criteria.

How to return an item.

Returning an item is really simple:
Check that your item meets the criteria above
Email us at hello@trackandtrailcanine.co.uk to request a return
Return your item to us within 14 days from date of delivery at:
Track & Trail Canine Outfitters, 179D Hurricane Road, Heathhall Business Centre, Dumfries, DG1 3PH

You will be responsible for postage costs to return your item. Return shipping can be by whichever courier you prefer. Please ensure it is carefully packaged to prevent damage and suitably insured.

We are a small business and cannot accept liability for any items lost or damaged in transit. We are also unable to receive packages with underpaid carriage. Items which arrive damaged or underpaid will be refused and will remain with your courier for your direct resolution.

Items MUST be received by us within 14 days of your delivery date. Items returned outside of this time will not be accepted.

Getting a refund.

Provided your item meets the return criteria detailed above, we will email you to confirm acceptance of your return.
We will then issue your refund as soon as possible. Please note that we are a small business so this may take a day or so to process. Different banks operate their own individual processing methods and, while most are instant, some can take a few days to show up in your account. You will always receive your refund within 14 days of return approval.

Potential Return Charges - Important -please read!
We reserve the right to charge a restocking fee of £10 where there are issues with damaged packaging or used goods that require some cleaning. This is entirely at our discretion.

Buying Multiple Sizes - If you are unsure which piece of equipment is best suited to your dog then please contact us or use our Harness Help form to determine the best possible fit. Please refrain from ordering multiple sizes to try on and return. As a small business with a minimal amount of stock, this is extremely damaging to us financially and can result in missed sales as a result of being out of stock. If you must order multiple sizes and wish to return those that do not fit, a 10% restocking fee will be charged. The items must be returned to us in accordance with our standard return criteria. 

We will not charge a restocking fee where one single harness has been purchased and returned.

Serial Returners - If you have returned items to us more than twice, we will charge a 10% restocking fee for any future returns. 

Restocking fees will be deducted directly from your refund.

Exchange an item

We do not offer direct exchanges. If you have ordered the wrong size or colour then please send the item back to us for a refund and place a new order.

Check your item meets the return criteria below
You can return an item to us within the 14 day window for any reason at all! However, it MUST meet the following criteria:

To be eligible for a return, your item must be in the same condition that you received it:
Unworn - apart from trying on in the home
Unused
Free from dog hairs, dirt, marks or stains. 
It must come with the tags, and with its original packaging.

Important Notice

We will not refund or exchange any product which is returned in contravention of this policy (and where you do not have any other legal right to return the product).

If your return is not accepted:

If you return an item to us that does not meet the required criteria, we will offer to return the item to you. You will be charged for postage and packaging at our standard rate of £3.95.

Where a return has not been agreed, we will dispose of the item after 14 days of our response. With items that are worn, dirty and unsuitable for resale, we clean them up and give them away to our local canine rescue centre.

If there’s a problem with your order:

If there are any issues at all with your order, please notify us by email as soon as possible so that we can help resolve the problem. We want to help and we want you to have amazing products that you’re completely happy with!

Reasons could be:
Item arrived damaged
Not as described
Not what you ordered - wrong size/colour/product

Email us on hello@trackandtrailcanine.co.uk and we’ll get right on it!