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BFW Returns Policy

BFW Returns Online Policy - Updated 05.11.2015

Best Friends World Returns Policy

It is important to us that you are 100% confident in making purchases from Best Friends World. If you are unsatisfied with products purchased on our site we are happy to offer you a 100% refund on the price of the product once you notify us within 14 days of receipt of the product and return the product, as per the “The cooling-off period”  The Consumer Rights Directive

If you would like to return a product bought from our online shop you must notify us, via email or written letter, within 14 working days of receiving the items and items must be returned to us within 14 days of notifying us of your intent to return.  Items need to be returned to us in the condition that they were sent out and must include all parts including the original tags attached to be eligible for the refund

For reason of Health and Hygiene, items must not have been worn other than to try on while indoors and must not smell of perfume, smoke, your pet or any other odours. Items must not have been washed, have pet hair or urine on them. If we cannot resell an item as brand new, we cannot accept the item as a return.

Handmade items or personalized items such as engraved Dog or Cat Pet ID Tags are non-refundable.  If you are unsure about a size of a product please call us in advance of placing the order to avoid disappointment.

A credit note will be issued for any products that are received outside the returns period; this is subject to us receiving the goods within 30 days of the purchase.

Returned goods that we receive which do not meet the above criteria will be considered as ‘In Dispute’. In Dispute products will not be refunded or exchanged. A reason will be given as to why the product is In Dispute and we are happy to re-ship the In Dispute items back to you, at your own cost, otherwise they will be destroyed after 30 days from their receipt back to us. A perishable item such as food is not eligible to be returned.

Shipping and packaging costs both to and from us will remain the responsibility of the customer and refunds will be only for the purchase price of the products. We recommend sending returns via registered post as we cannot be held responsible for unregistered packages lost by a third party shipper.

Please allow up to 14 Working Days for refunds to be processed. All returns must be accompanied with the purchasers Name, Address and your Returns Number, which you can get by contacting us, to enable us to process your refund.

Your statutory rights are not affected.

BFW Returns Policy - Direct buying in person from our Doggie Boutique ie at a show, at an arranged meeting venue etc

As a gesture of goodwill yes we will accept returns provided they are returned within 7 days as per The Customer Rights Refund Policy here. We must also be notified within 3 days of purchase of your intent to exchange.  Please note that a credit note will be issued to you or you will be able to exchange for a different product.


Returns Address:


Best Friends World

E21 YH58




Customer Return Process

You as our customer will need to take the following steps to submit a return request:

1. Log into our store, then go to My Account.

2. Go to Completed Orders, then click Return Item(s) next to your item.

3. Fill out the following items on the return request:

Quantity to return
Return reason
Return action optional
Comments optional

4. Click Submit Return Request.

After submitting the request, you will see the Return Instructions from your settings.