At So Very Dog, customer satisfaction is our top priority. We understand that sometimes you may need to return or exchange an item, and we are here to make the process as easy and stress-free as possible. Please read our policy below for information on how to handle refunds and exchanges.

Refunds Policy

Eligibility for Refunds

• Time Frame: To be eligible for a refund, items must be returned within 30 days of the delivery date.

• Condition: Items must be unused, in the same condition that you received them, and in the original packaging. Items that are damaged, altered, or show signs of use will not be eligible for a refund.

• Proof of Purchase: A till receipt from purchase is required to process any in store refund.

Non-Refundable Items

• Sale items (unless defective)

• Gift cards
• Personalized or custom-made items

How to Request a Refund

1. Initiate the Process: Contact our customer service team at So Very Dog on info@soverydog.co.uk or call 01782 943624 during shop hours to initiate a refund request.
2. Approval: Once your request is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
3. Return Shipping: If approved, you will receive instructions on how to send your item back to us. Please note that you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable
4. Processing: Once your return is received and inspected, your refund will be processed, and a credit will automatically be applied to your original method of payment within 48 hours 

Exchanges Policy

Eligibility for Exchanges

• Time Frame: Items must be exchanged within 30 days of the delivery date.
• Condition: Items must be unused, in the same condition that you received them, and in the original packaging.

How to Request an Exchange

1. Initiate the Process: Contact our customer service team at So Very Dog on info@soverydog.co.uk or call 01782 943624 during shop hours to initiate a refund request.
2. Approval: Once your exchange request is approved, we will provide you with instructions on how to send your item back to us.
3. Return Shipping: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
4. Processing: Once we receive your item, we will send out the new item. If the item you want to exchange for is of a different value, we will either refund the difference or send an invoice for the additional cost.

Defective or Damaged Items

If you receive a defective or damaged item, please contact us immediately at So Very Dog on info@soverydog.co.uk or call 01782 943624 during shop hours with details of the product and the defect. We will work with you to resolve the issue promptly, either by providing a replacement or issuing a full refund.

Additional Information

• Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at info@soverydog.co.uk
• Return Address: All returns and exchanges should be sent to: So Very Dog, Unit 8, Longton Exchange Shopping Centre, Stoke On Trent, Staffordshire, ST3 4JA

We strive to make your shopping experience with So Very Dog store and online a positive one. If you have any questions or need further assistance, please do not hesitate to reach out to our dedicated team.

Thank you for shopping with us!

If you need any additional information or assistance, please feel free to contact our customer service team