RETURNS POLICY
At Dragonfly Products we want you to be completely satisfied every time you shop with us. In the unlikely event that you (or your pooch) are not totally happy with your order, our Returns Policy explains what you can do.
Damaged/Faulty Items Should your order be damaged in transit, please notify us by emailing info@dragonflyproducts.co.uk within 14 working days and we will be happy to replace it. Please see ‘To return an item’ (below) for details of how to return damaged goods to us. If you are returning an item because the goods are damaged, or you are not completely satisfied, we will be happy to refund all delivery charges incurred by you (both for its initial delivery and for the cost of you returning it to us). In all other circumstances where Dragonfly Products is not at fault, delivery costs will be your responsibility.
Incorrect Items If we have sent you an incorrect item (Eek! Surely not!), please notify us by emailing info@dragonflyproducts.co.uk as soon as possible. Please return the incorrect item to us and specify the correct details in writing. If you would like us to replace the incorrect item with the item you ordered we will send you the correct item as soon as possible. We will not charge you for the incorrect item and will reimburse your reasonable costs in returning it.
Exchange/refund If you have changed your mind about the products that you have chosen you may return them to us within 14 days of receipt. We will be more than happy to offer you an exchange or, if you wish, a refund, provided that the products are returned complete, in perfect condition, unused and with the original packaging. We cannot accept items for a refund or exchange if the goods are not in perfect condition or it is obvious to us that the goods have been used. Return delivery costs for an exchange or refund when you have changed your mind are your responsibility.
When returning items you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit. Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.