Returns Policy

Returns 

Your rights to return goods are protected under the EU Distance Selling Directive and you have a legal right to return any goods ordered within seven days of receipt for replacement or a full refund provided the goods are in a resaleable condition. We are happy to exchange and refund goods outside this time limit.

We cannot exchange 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 of £5 will be levied, or if the item is damaged it will be returned to the customer.

If an item being returned is faulty we will repair, exchange or refund regardless of condition, though it is greatly appreciated if it is washed first.

It is the responsibility of the customer to ensure that they are ordering the correct product for their requirements. We only give advice based on the information you give us, and cannot be held accountable for any clothing items that do not fit.

Additional Payments/Refunds

When you place your order, your card details are only held by our secure card processing provider, Sage Pay, in encrypted form. We do not have access to your card details.

If you wish to return a garment for a refund, or you are exchanging for a different priced item, refunds can be applied to your card, but extra charges will require your card details to be taken again, or an alternative form of payment to be used (e.g. cheque).

If your original purchase was paid for by cheque, any refunds will be issued as a cheque.

How to Return a Product

Simply wrap the goods up and post them back to us with a note stating your order reference, name, address, phone number and what you wish us to send you in return. 

If you are upgrading and the cost is higher, please contact us and you can arrange to pay the difference.

You will have to pay the postage to return the item to us, but we do not charge postage for sending out your replacement item.

When returning goods to us there is no need to use registered or signed-for delivery, but please get proof of posting (which is free). We aim to send out replacement garments within the same timescale as original orders.

If you have a query about your return, or would like an update on its progress, please contact us.

Livewire Pet Supplies, Online Pet Store in Yorkshire.

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