POLICIES.

Product Refunds and Replacements

We do not offer refunds unless an item arrives faulty or damaged.
If you receive a product that is defective or damaged during transit, please contact us within 7 days of receiving your order and include photos of the issue.

Once your claim has been reviewed and approved, we will either send a replacement or issue a refund.

Non-Refundable Reasons:

• Change of mind

• Incorrect product selection

• Items that have been opened, used, or damaged after delivery (unless faulty)

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Training Payments and Cancellations

Payment for all training sessions is taken upon booking to secure your place.

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One-Off Bookings

If you need to cancel a one-off session, you can receive a full refund as long as you provide at least 48 hours’ notice.
Cancellations made with less than 48 hours’ notice will be charged in full, as your trainer’s time has already been allocated.

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Membership Bookings

Memberships are billed weekly and secure a regular time slot each week.
Because membership plans receive a discounted rate, sessions cannot be refunded if missed or cancelled.
If notice is given in advance, we will try to rearrange your session where possible, depending on availability.

Memberships continue on a weekly basis until cancelled. You may cancel your membership at any time with at least 7 days’ notice before your next payment date.

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Trainer Holidays

We are entitled to take holidays throughout the year. During these periods:

• No refunds will be given for missed sessions.

• We offer clients the chance to rearrange their session for another available date before or after the holiday.

This ensures membership spaces are held for regular clients while still offering flexibility.

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Photo and Video Use

During training sessions, we may take photos or videos of your dog for progress tracking and promotional purposes.
These may appear on our website or social media channels to showcase training results.

If you prefer not to have your dog featured, please let us know in writing before your session. All media is shared respectfully and focuses on positive training progress.

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Delivery Time

We aim to ship all product orders on the same or next working day.

• Express Delivery: 1–2 working days

• Standard Delivery: 3–5 working days

For the best chance of next-day delivery, please place your order by 11am.

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Costs & Shipping Providers

We offer a flat rate delivery so you always know what to expect — we cover the rest.

• Express Delivery: £5–6

• Standard Delivery: £4–5

• Free Shipping: Automatically applied to all orders over £20

Our shipping provider is Evri.
Tracking information will be sent to you once your order has been dispatched.

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Tracking & Lost Parcels

When your order ships, you’ll receive an email with your tracking number.
If you have any issues accessing your tracking link, please contact us and we’ll help you locate your parcel.

If a parcel is lost or damaged during transit, we will send a replacement free of charge.
If the courier marks your order as delivered but you haven’t received it, please contact Evri directly with proof of non-delivery.

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Need Help?

If you need assistance, please contact us with your order number and email address so we can respond as quickly as possible.