Refund policy
We understand that sometimes things don’t work out. If you’re not completely satisfied with your order, we’re here to help.
We also kindly remind hoomans to double-check the size guide before placing an order to ensure the best fit for your best friend. Every dog is unique, and a comfortable, well-fitted outfit makes all the difference! 🐾
To avoid the Exchange or Returns process, it is important to measure your dog correctly. Please kindly note that we are unable to accept USED returns or exchanges.
How to Initiate a Exchange or Return:
Contact Poochie Keen or email hello@poochiekeen.co.uk within 14 days of receiving your item. Please provide us with your order number and the reason for your return or exchange.
Return & Exchange Policy:
- Return Window: Within 14 days of receiving your item(s).
- Returning the Item: The customer is responsible for the return postage cost.
- Condition: Returnable items must be returned in "paw-fect" condition—free from pet hair, unwashed, unmarked and unscented. A fee of 10% will be deducted to items that require cleaning before resale.
Receiving your Refund or Exchange: Once we have received your return and checked it's condition, your return will be processed and your refund or new item will be sent.
Receiving your refund: Please allow up to 7 working days to recieve your refund, from the day we receive your return.
Receiving your new item: Please allow 10 business days for us to exchange it for your new fit, from the day we receive your return.
For your peace of mind,
we highly recommend obtaining proof of postage when returning or exchanging an item.
Poochie Keen cannot be held responsible for items lost or damaged during transit.
We check each item carefully before delivery, if you believe you have recieved a faulty or damaged item, please email us and please provide photographic evidence showing the issue. If you’ve received the wrong item, we can either send you the correct one or issue a full refund.
Thank you for choosing Poochie Keen! 🐾