Refund policy
Refunds and returns
Who we are
Truelove Developments Ltd trading as The Cosy Hound. Registered in England and Wales, company no. 08188464. Registered office: The Office, 15 West Avenue, Filey, England, YO14 9AA.
Returns address (our registered office): The Cosy Hound, The Office, 15 West Avenue, Filey, North Yorkshire, YO14 9AA
Email: jonathan@jonathantruelove.com
Changed your mind? (items that are not personalised)
Under the Consumer Contracts Regulations 2013, you can cancel your order:
- any time from placing it until 14 days after the day you, or someone you name, receive the goods
- if your order arrives in separate parcels, 14 days from the day you receive the last item.
To cancel, tell us clearly by emailing jonathan@jonathantruelove.com. You can use the model cancellation form below, but you do not have to.
If you cancel before the item is dispatched, we will refund you within 14 days of you telling us.
If the item has been sent, please send it back within 14 days of telling us, to our returns address: The Cosy Hound, The Office, 15 West Avenue, Filey, North Yorkshire, YO14 9AA.
You pay the cost of returning the item unless it is faulty or not as described.
We will refund the price you paid, including any delivery charge you paid at standard rates, within 14 days of receiving the item back. If you send proof of return first, the 14 days run from then.
We refund to your original payment method.
We may reduce the refund if the item has been handled more than needed to check it. For example, if a toy has been chewed. For our jumper, you can try it on your dog indoors to check the fit. If it comes back worn outdoors, chewed or without its tags, we may reduce the refund to reflect the loss in value.
Personalised items
Items made to your specification or clearly personalised (for example our photo ornaments) are exempt from the 14-day cancellation right (Consumer Contracts Regulations 2013, regulation 28(1)(b)).
We'll email you a free proof within 1 working day of your order. We only print once you approve it, and you can ask for one change. You can cancel at any time until 2 hours after you approve your proof.
Ask for your change when you reply to the proof.
If you don't approve your proof within 14 days, we'll refund you in full.
Your rights for faulty items, below, still apply in full.
Our print guarantee (personalised items)
Happy with your print, or we'll reprint it. If you're not happy with how your print looks, email us within 14 days of delivery and we'll reprint it free, once, using the same photo or a new one you send. This guarantee is given by Truelove Developments Ltd trading as The Cosy Hound, The Office, 15 West Avenue, Filey, YO14 9AA, and covers orders delivered in Great Britain. It is in addition to your legal rights, which it does not affect.
Faulty, damaged or not as described
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:
- within 30 days of delivery you can reject them for a full refund;
- after 30 days, or if you prefer, you can ask for a repair or replacement;
- if a repair or replacement does not fix the problem, you can ask for a price reduction or a refund.
Please email us with your order number and a photo of the problem. We will cover the cost of returning faulty items.
This policy does not affect your legal rights.
Model cancellation form
(Complete and return this form only if you wish to cancel the contract.)
To: Truelove Developments Ltd trading as The Cosy Hound (company no. 08188464), The Office, 15 West Avenue, Filey, North Yorkshire, YO14 9AA. Email: jonathan@jonathantruelove.com
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Name:
Address:
Signature (only if sent on paper):
Date: