Home Returns and Refunds Policy

Returns and Refunds Policy

Grooming Cancellations

Underdog Pets Limited has a 24 hour cancellation / rescheduling policy for dog grooming. 

  • Please call us as soon as possible to make changes to your reservation to allow us to fill the appointment time. We keep note of cancellations and missed visits to stop customers rescheduling appointments they are likely to miss.

This policy is in place out of respect for our staff and our clients. Cancellations with less than 24 hours notice are difficult to fill. By giving last minute notice or no notice at all, you prevent someone else from being able to schedule into that time slot.

By booking an appointment, you acknowledge that you have read and understand the Cancellation Policy for Underdog Pets Ltd as described above. 


Exchanges, Returns & Refunds (if applicable) 

Return Address:
Underdog Pets 
19b Glencryan Road
Cumbernauld 
G67 2UH

Underdog Pets Ltd wants to ensure you are happy with your order.  Please note that you must measure your dog before purchasing any coats, clothing items, collars or accessories to ensure they will fit. Customers are responsible for the cost of return postage as a result of incorrect measurements.

If you receive a product that is different from the description given, damaged or faulty please contact us by email sales@underdogpets.com and we will happily replace the item or refund the cost. All faulty or damaged goods should be notified to us within 7 days of the delivery of the order. Please e-mail us to arrange a replacement or a refund. If 7 days have gone by since your order was delivered, unfortunately we can’t offer you a refund or exchange. 

Please note: You won't be entitled to an exchange or refund if the items was damaged by wear and tear, an accident or misuse such as chewing, biting, rubbing etc. Items that are soiled, hairy or smell will NOT be processed

Returning Non-Faulty Products

  • You are able to return non-faulty products 7 days from the day you received the order.
  • You must notify us of your wish to return your order within this 7 day period. Please contact us at sales@underdogpets.com
  • You then have another 7 days from this notice period to send your order back to us to receive a refund.
  • You will be refunded within 7 days of us receiving your returned order. 
  • If your order appears to be damaged upon arrival then we would ask you not to sign for this and ask the driver to return this to us.

Please note:  We are unable to offer refunds if you fail to notify us of your wish to return a non-faulty item within 7 days. We also can’t offer refunds if you fail to return the item back to us within 7 days after first notifying us.


Perishable goods such as food are non returnable.

To complete your return, we require a receipt or proof of purchase.  There are certain situations where only partial refunds are granted: (if applicable) Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Once your return 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. 

Returned items must be clean and dog hair free!

If there is evidence of use other than trying items on, then we reserve the right to deduct a small charge to cover the loss of the value of the item.

Order Cancellation & Pricing Error Policy

At Underdog Pets, we strive to provide accurate product listings and pricing. However, errors may occasionally occur. This policy outlines our rights and responsibilities regarding order cancellations, including pricing mistakes.

1. Order Cancellation

We reserve the right to cancel an order for the following reasons:

  • Pricing Errors: If a product is listed at an incorrect price due to a system error, human mistake, or mispricing by our suppliers, we may cancel the order before dispatch.
  • Stock Availability Issues: If an item is out of stock or discontinued, we may cancel the order and issue a full refund.
  • Fraud Prevention: If we suspect fraudulent activity, we may cancel the order and take appropriate action.

2. How We Handle Pricing Errors

  • If we identify a pricing error before confirming the order, we will inform you and cancel the order with a full refund.
  • If the error is obvious and could have been reasonably recognised as a mispricing (e.g., a £40 item listed for £20), we reserve the right to cancel even after confirmation.
  • If we have already processed payment but need to cancel due to a pricing error, we will refund the full amount.

3. Customer Rights & Refund Process

  • If an order is canceled due to a pricing error or stock issue, you will receive a full refund via your original payment method within 5 business days.
  • We are not responsible for additional costs incurred due to order cancellations (e.g., travel expenses, third-party costs).

4. Alternative Solutions

  • Where possible, we will offer an alternative product at the correct price or a discount on a future purchase.
  • If an order is canceled due to a pricing error and you wish to repurchase the item at the correct price, please contact our support team for assistance.

5. Contact Information

For any questions regarding order cancellations, please contact us at:
📧 sales@underdogpets.com
📞 01236 726356

Shipping


Orders will be sent out Tuesday-Friday excluding bank holidays.  To return your product, you should mail your product to: Underdog Pets Ltd, 19b Glencryan Road, Cumbernauld, G67 2UH. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

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: sales@underdogpets.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
Please note that you must measure your dog before purchasing any coats, clothing items, collars or accessories to ensure they will fit. Customers are responsible for the cost of return postage as a result of incorrect measurements. We will replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@underdogpets.com and send your item to:
Underdog Pets Ltd, 19b Glencryan Road, Cumbernauld, G67 2UH
(Unless stated otherwise on the invoice that you receive with your order.) 

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

Please note: You won't be entitled to an exchange or refund if the items was damaged by wear and tear, an accident or misuse such as chewing, biting, rubbing etc. Items that are soiled, hairy or smell will NOT be processed

 

Cancellations
You may cancel your order at any time up to 48 hours from the time you placed the order. If you wish to cancel an order, you will need to return any items within 7 working days at your own cost for return or exchange as required. It is important that you obtain proof of posting as we cannot be held responsible for packages lost on return to us. If any goods are returned to us they must be unused, in their original packaging and in full re-saleable condition. Payments for any cancelled goods will be refunded within thirty working days, alternatively, we will exchange or offer a credit. There is no right to cancel any customised items or those made to your specifications unless they are faulty. We are not able to refund any gift wrapping charges. Any goods should be returned to the following address:
Underdog Pets Ltd, 19b Glencryan Road, Cumbernauld, G67 2UH

Please ensure that any goods returned include a copy of the dispatch note and the reason for their return and are packed appropriately. We are not liable for damage or loss of goods during transit so we do advise that you insure any goods being returned to us.
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