At Infinity K9, we strive to ensure you and your canine companion are completely satisfied with your purchases. This policy outlines our returns procedure in accordance with UK consumer law, specifically the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
 

Your Legal Rights:

You have statutory rights regarding faulty or misdescribed goods. This policy does not affect these rights.

14-Day Cooling-Off Period (Online Purchases):

For online purchases, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason. This is known as the "cooling-off" period. To exercise this right, you must inform us of your decision to cancel by contacting our customer service team via email at Info@Infinityk9.com or by phone at 07493032474. You then have 14 days from the date you notified us of your cancellation to return the goods.
 

Faulty or Damaged Goods:

If your product arrives faulty or damaged, please contact us immediately with your order number and details of the issue. We will arrange for a repair, replacement, or refund, and will cover the cost of return postage.
 

Unwanted Goods:

We accept returns of unwanted items within 30 days of delivery, provided they are in their original, unused condition, with all tags and packaging intact. Please note the following exclusions:

• Personalised or custom-made items.

• Opened consumable goods (e.g., dog food, treats).

• Opened hygiene products (e.g., dog beds, grooming tools, muzzles).

You are responsible for the return postage costs for unwanted items.
 

Return Process:

1. Contact Us: Initiate your return by contacting our customer service team via email or phone. Please provide your order number and the reason for your return.

2. Return Instructions: We will provide you with return instructions and, if applicable, a Return Authorisation (RA) number.

3. Package Your Return: Securely package the item(s) in their original packaging, including all accessories and proof of purchase. Clearly mark the RA number on the outside of the package if provided.

4. Ship Your Return: Send the package using a trackable delivery service to the address provided in our return instructions. We recommend insuring the package, as we are not responsible for items lost or damaged during transit.
    

Refunds:

Refunds will be processed within 14 days of us receiving the returned goods or proof of postage. Refunds will be issued to the original payment method.

Important Notes:

• This returns policy does not affect your statutory rights.

• We reserve the right to refuse a refund if the returned item is not in its original condition or does not meet the criteria outlined in this policy.

• It is the customers responsibility to take reasonable care of the products.

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Contact Information:

If you have any questions or require assistance, please contact our customer service team:

• Email: Info@Infinityk9.com

• Phone: 07493032474