Refund Policy

We will process a refund as soon as the goods are received back with us in the case of returns, or as soon as we have seen photographic evidence in instances where goods are not to be returned and in any event within 30 days of the day we confirm you are entitled to a refund.

Refunds are normally processed by your Card issuing bank within 3 − 5 working days of us raising the refund but some banks require 30 days to process.

To initiate a refund request please contact returns@doginabox.co.uk. Your email needs to include your order number, full name, delivery postcode and reason for return.

Refund Eligibility 

If your items were never received we will contact our carrier partner to inquire your order's current location. We will also launch an internal investigation if we believe it has been lost internally. If your products have not arrived within 7 working days from the date of cleared payment, we advise contacting us so that we can chase this with our carriers. Orders are only confirmed as lost in transit once we have received it in writing from our carrier or it has been longer than 14 days from the date of cleared payment and your order has not arrived.

If your order has been damaged in transit please email returns@doginabox.co.uk within 48 hours of receiving it. You will then receive a reply (usually within 48 working hours) which will state the next steps that need to be taken.

If your order has a manufacturing fault please email returns@doginabox.co.uk within 30 days from the date of cleared payment. Your email needs to include your order number, full name and delivery postcode.

If you have changed your mind or no longer require your item(s) please email returns@doginabox.co.uk. Your email needs to include your order number, full name and delivery postcode.

If you have received a product that is not what you ordered please email returns@doginabox.co.uk. Your email needs to include your order number, full name, delivery postcode and pictures of all the items that have been ordered with the original postaland product packaging.