Refund policy

Our 90 Day Happiness Guarantee

If you and your dog are not fully satisfied, you have 90 days from the day your order arrives to ask for a refund. You can send the tub back even if it has been opened and part used. We would far rather you told us it did not work for your dog than kept something you are unhappy with.

How to start a return

Email hello@shopbarkwell.com with your order number and a line about what went wrong. We will reply with a returns address and instructions. Please do not post anything back before contacting us, as we cannot accept parcels we are not expecting.

Refunds

Once your return reaches us we will email to confirm we have it and let you know the outcome. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few days more to post it to your account. If more than 15 business days have passed since we confirmed your refund and you still have not seen it, email hello@shopbarkwell.com and we will chase it.

Damaged, faulty or incorrect items

Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email hello@shopbarkwell.com straight away with a photo and we will put it right at no cost to you.

Your legal right to cancel

Separately from our guarantee, under the Consumer Contracts Regulations 2013 you have 14 days from the day you receive your order to cancel it for any reason, without having to give a reason, and a further 14 days to return the goods to us. Our 90 day guarantee is more generous than this statutory right and sits alongside it. Nothing in this policy limits your legal rights under the Consumer Rights Act 2015.

Subscriptions

You can pause, reschedule, change the frequency of, or cancel a subscription at any time before the next renewal is billed, using the link in your order confirmation email or by emailing hello@shopbarkwell.com. Cancelling stops all future deliveries and all future charges. Anything already dispatched is covered by the 90 day guarantee above.

Exceptions

Digital items, including the What Your Dog Is Telling You ebook, cannot be returned once they have been downloaded. This does not affect the guarantee on any physical product in the same order, and it does not apply to a free gift, which you are welcome to keep. Gift cards are non returnable.

Questions

Email hello@shopbarkwell.com and a real person will answer within 1 business day, Monday to Friday.