Returns and Exchanges

We want you to be satisfied with your recent purchase, so we understand that on occasions returns or exchanges may be required.

You have the right to cancel an order within 14 days of receipt of the goods. Should you wish to cancel your purchase within this timeframe, please contact us in writing via Unwanted goods should be sent back to us in unused, unworn and in resalable condition within 14 days of delivery.

The address to return your item to is:

Hope Rescue Charity Shop,
Online Shop,
77 Taff Street,
CF37 4SU.

PLEASE NOTE – this does not apply to our 'Made to Order' items, foodstuffs or perishables. The option may be available occasionally - please get in touch to find out if we can accept the return in this instance.

These items, once ordered and paid for, are non-returnable unless the goods are proved to be faulty.

Orders placed by credit or debit card will be refunded directly to the credit or debit card used in the original purchase transaction.

We will refund payment for the goods within 30 days and reserve the right to charge a restocking fee of 20%. Delivery charges will not be refunded.

We cannot accept liability for returned goods lost or damaged during transit. You are advised to wrap the product carefully to avoid damage. You are also advised to return goods by recorded delivery, registered post, or by courier. Proof of postage will not be accepted as proof of delivery.

Please remember to give us your name, address and a copy of your purchase receipt. The cost of returning goods sits with the customer unless the goods are faulty.

If the goods supplied to you are damaged on delivery or items are missing, you should notify us in writing via e-mail within 14 days, supplying photographic evidence of the damage.

If you have any other complaint about the goods, you should notify us in writing via e-mail at as soon as possible, but in any event, within 7 days of the date you discovered or ought to have discovered the damage, defect or complaint.

If you have any other issue with your purchase, please contact us to discuss your concerns and we will endeavour to help.

This Returns Policy does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than as recommended by the manufacturer, failure to follow the manufacturer’s instructions, or any alteration, modification or repair carried out without the manufacturer’s approval.

We endeavour to be as accurate as possible. However, we do not warrant that the product descriptions or other content of this site are accurate, completely, reliable, current, or error-free. If a product offered by us itself is not as described your sole remedy is to return it in an unused condition.  Please note that although our screens have been colour calibrated, others may not have been which will lead to differences in colour rendition. This fact must be allowed for when considering your purchase. Please also ensure you have measured your dog correctly in accordance to our measuring guide.