Returns
Returns Policy
Your rights to return goods are protected under UK Distance Selling Regulations and you have a legal right to return any goods ordered within 30 days of receipt for replacement or a full refund provided the goods are in a resaleable condition. We are happy to exchange or refund goods outside this time limit.
We cannot exchange or refund items that are soiled, smell, are hairy, or have been washed or brushed. If items returned for exchange or refund are not in as-new condition, a cleaning charge will be levied, or if the item is damaged it will be returned to the customer.
If an item is being returned due to a manufacturing fault we’ll repair, exchange or refund regardless of its condition, though it’s greatly appreciated if it’s washed first.
It’s the responsibility of the customer to ensure that they’re ordering the correct product for their requirements. Equafleece staff only give advice based on past experience and the information you give them, and cannot be held accountable for any items that do not fit.
Equafleece staff are in no way responsible for inaccurate information entered into an order directly by a customer regarding product, size, colour, address, etc.
We are unable to repurpose the style of a garment or resize a garment after it is manufactured.
Additional Payments/Refunds
When you place your order, your card details are only held by our secure card processing provider, Adyen, in encrypted form.
If you wish to return a garment for a refund, or you are exchanging for a different priced garment, refunds can be applied to your card, as well as extra charges if you chose to save your card when paying for your order.
How to Return a Garment
A returns form is supplied with every order. If your returns form has got lost, damaged or eaten by your dog, you can download and print a replacement returns form.
Simply wrap up the goods and your completed returns form and post them back to us, making sure to purchase appropriate postage and get proof of posting. A return address label is provided on the invoice.
You will have to pay the postage to return the item to us but we’ll post your replacement item free of charge.
When returning goods to us there’s no need to use registered or signed-for delivery, but please get proof of posting (which is free).
Please ensure parcels are returned to the address below. We’re unable to collect from ParcelShops or collection points.
We aim to send out replacement garments within the same timescale as original orders, but at busy times, or if we’re out of stock of your replacement item, there may be a longer wait.
Return Address
Returns Dept, Equafleece Ltd
Holdstrong Workshop
Coryton
OKEHAMPTON
Devon
EX20 4PQ
UK
If you have a query about your return, or would like an update on its progress, please contact us.
💬 Frequently Asked Questions
My dog ate the returns form. Can I get another one?
Yes, you can download and print one.
What are my customer rights if the product I ordered doesn’t fit my dog?
We’re always happy to exchange or refund any garment that’s returned in resaleable condition. We don’t reimburse return postage, but your replacement garment will be posted to you free of charge.
Please note that our staff can give sizing advice but aren’t responsible for a garment not fitting. We’re in no way responsible for inaccurate information entered into an order directly by a customer.
