Refund policy

It's just not my style, can I send it back?

You can indeed, we offer a 30 day no question guarantee. It must be in its original packaging and in a resellable condition. After 30 days we are unable to accept products for refund or exchange.

*Please note personalised item(s) cannot be returned unless the item(s) is faulty.

*Please also note we cannot accept returns for socks, eye masks or face masks unless the item(s) is faulty.

Replacements & Refunds

Where applicable, replacement or alternative items will be processed as promptly as possible, but please be aware that it may take up to 10 working days to issue the item. If an item is out of stock, it will then become a priority back order to be shipped once stock is available.

If you are eligible for a refund, we will refund you back to the payment method you used when you originally paid for your order. Please note: It is your responsibility to notify us of any changes to your card details i.e. you no longer have that account. Refunds can take up to 30 days to process. Refunds by credit card are made to the same credit card that was used for the original purchase*. Refunds will be made for the item only and will not include the delivery cost.

Any return that is not accompanied with the returns form or returns reference number will be held by Lovecases for 30 days, awaiting the return of the completed form. Items that have not been reclaimed by you within this period will be disposed of after this time and will result in the return being completed without action.

Lost parcels by courier companies will be corrected by a full replacement on your original order. Refunds are not applicable on lost parcels, only replacements of the original order.

If you placed an order using 3 for 2 please note only a replacement can be sent out and not a refund, unless all 3 items are returned to us.

*These terms do not affect your statutory rights.

Returns Exclusions

Unfortunately we cannot refund, replace, or exchange certain products if the seal/packaging has been broken or opened. This is applicable to product software, and all types of replacement batteries, memory and media cards. Screen protectors cannot be returned once the protective layer for the adhesive side has been removed.

If a courier company has lost your parcel or a delivery has not been made, we can offer you a full replacement on your original order - please not we cannot refund this lost parcel, we can only replace this.

We do not accept returns or replacements on Mystery Bundles. If an item in your bundle is faulty we will replace that item.

LovePups Dog Accessories

RETURNS

We have a 7 day return policy. You will be required to contact us within 7 days of receiving your parcel (in which we will respond within 3 working days). The item(s) must be returned to us within 7 days of receiving our response in order for it to be replaced/refunded.

We are unable to take responsibility/accept returns for sizing errors, please very carefully measure your dogs size against our sizing chart prior to placing your order.

To be eligible for a return, your item must be...

unused and in the same condition that you have received
in a re-sellable condition
with it's original packaging, hang tags, cards and any other gifts (if applicable) you have received along with your parcel
We highly recommend a careful indoor try on if they have to be tried on

We regret that we cannot accept returns that are not in perfect condition including (if applicable)...

Items with obvious signs of use
Items with fur/lint/dirt stuck on it
Items that have been washed
Items not in its original condition, damaged or with missing parts
Items on sale/discounted
Items of sizing errors (please carefully measure prior to purchasing)
Bespoke/personalised items
Any item that is returned past policy days

Customer is responsible for associated shipping costs. We are unable to refund for any shipping costs. We recommend using a tracking shipping service, or purchase shipping insurance. We do not accept any responsibility for lost items.

REFUNDS (if applicable)

Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUNDS (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@lovecases.com.

SALE ITEMS (if applicable)

Please note that the purchase of sale items or items with discount codes are final and are not eligible for return unless the product is damaged or faulty.

EXCHANGES (if applicable)

Due to limited number of stocks per item and the possibility of an item selling out, we will not be able to accept exchanges at this time. We recommend following the return policy above for the return of your product and then purchasing your desired size and/or colour.

GENERAL

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £25, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Not for you? No problem, here's how to return your item:

For UK returns:

Repackage the item in its original packaging.
Include a note with your order number (LC -) and reason for return.
Please email hello@lovecases.com for faulty items as we may not need this item sent back.

Our Returns Department address

LoveCases Returns Department,

A15 Fieldhouse Industrial Estate

Fieldhouse Road

Rochdale

Greater Manchester

OL12 0AA

For International returns:

Return cost to be paid by the customer
Customer to email hello@lovecases.com informing of the return
For non-faulty items, the original shipping fee will not be refunded
If the customer does not pay import duty / fees within the courier's terms and conditions, and the item gets returned to Lovecases HQ, a refund will be provided for the items but not the shipping costs. A return charge of $10 will apply.