Contacting us to arrange a return or refund

We hope you are pleased with your Barking Heads & Meowing Heads products and they arrive in perfect condition, however, in the circumstance that you experience a problem, please contact us as soon as possible via our dedicated customer care page at https://customercare.barkingheads.co.uk/

Faulty and incorrect items

The products that we provide to you must be as described, fit for purpose and of satisfactory quality. 

During the expected lifespan of your product (e.g. up until any best before date specified on the product packaging), you are entitled to the following

Up to 30 calendar days from the date on which the product is delivered (or in the case of a perishable product, up to the date on which it can reasonably be expected to have perished, if earlier):	If your product is faulty, you can get an immediate refund.
Up to six months:	If the product cannot be repaired or replaced, then you are entitled to a full refund in most cases.
Up to six years:	If the product does not last a reasonable length of time, you may be entitled to some money back.

If your products are faulty or misdescribed, please contact us as soon as reasonably possible.

Making changes to your order and cancellation

If you would like to make any changes to your order after you have submitted it, please contact us as soon as possible and we will let you know if it is possible to change your order. If changes are not possible, cancellation might be required with the option for a new replacement order.

You have 14 days from the delivery date to change your mind and cancel your order. This does not apply to some perishable products or any products that have a protective or hygiene seal if that seal has been broken. If you are unsure whether the cancellation rights apply to your order please contact us.

If you have already received your order, you must return the products to us within 14 days of telling us that you want to cancel your order and get proof of postage. The deadline is met if you send the products back to us before the 14-day period has expired.

Sending returns

Please contact us to notify us of your return. Please include your original order reference (starting with "#BH-") on the return label or inside the box, which you can find from your order confirmation email or your account. Failure to do so could cause significant delays in processing your return.

Returns should be sent to:

Barking Heads & Meowing Heads Returns
DPD Logistics
Parsonage Street
Oldbury
West Midlands
B69 4PH

Unless your products are faulty or misdescribed, you are responsible for the cost of returning the products to us. 

Refunds

If your product(s) are eligible for a refund, we will provide you with a full refund (including basic delivery charges, where applicable) as soon as possible. If you cancelled before you received any products, we will issue the refund no later than 14 days after the day on which you told us that you want to cancel. If you have sent products back to us, we will issue the refund no later than 14 days after the day we receive the products back from you or, if earlier, 14 days after the day you provide us with evidence that you have sent the products back.

We will issue your refund to the same payment method you used when you placed your order.

Products must be returned to us in a new and unused re-saleable condition and in their original packaging (other than external packaging that is used to ship the products). We may make a deduction from the refund amount if you have handled the product in a way that has diminished the value of the product, if such handling was beyond what is necessary to establish the nature, characteristics and functioning of the products. You are responsible for the products while they are in your possession.

Late or missing refunds

Please note that it can take 5-10 business days for the refund to be processed by your bank. In some cases, refunds may be carried out in the form of a charge reversal, in which case the original charge drops off your bank statement, and a separate credit is not listed.

If you are concerned that your refund has not been processed, please contact your bank to check if it has been received. If you are still unsure, please contact us and we will look into this further for you.