Refund policy

General

In the event of any issue with your purchase in the first instance please email brutus@thebarksideshop.com specifying the nature of the issue. If any item is to be returned to us, we will provide you with an address to which you must send the package. Failure to send to the package to the specified address may result in us being able to process your return, or you may be asked to reimburse our reasonable costs.

When you order online or purchase in-person from The Bark Side, you are entering into a contract with us, and not the brand or manufacturer of the item you have chosen.  This returns and refund policy is ours and not that of the brand or manufacturer.

Incorrect Item Sent

If we send you the wrong item(s) please notify us as soon as you spot the error. Unless you wish to modify your order and pay the difference (if applicable) between the value of the order placed and the order received then we will require you to return the item(s) to us (brand new, unused and in original packaging or with labels attached, whichever applies) but we will reimburse you for your postage costs in doing so.

Incorrect Item Ordered

In the event that you order an incorrect item (or size or colour) and you do not realise your error until your order arrives, or you realise the error after dispatch, you must contact us immediately so that return arrangements can be made. If you wish to exchange the item, we will dispatch the replacement(s) upon receipt of the original item(s).

If you realise your error before your order is dispatched, please call 07815 043205 or email brutus@thebarksideshop.com as soon as possible to inform us of the error, and confirm whether you wish to cancel your order or make a change.  If the correct item(s) result in an additional charge being payable we will dispatch your order only when you have paid us the additional sum.

Guaranteed Products

Should you purchase one of our “guaranteed” products, which for the avoidance of doubt are both sizes of the West Paw Jive, and your dog damages or destroys the item, you are entitled to a one-time refund or replacement (at your option). In such circumstance, please email a photograph of the damaged item to brutus@thebarksideshop.com and specify whether you prefer a refund or replacement.

If you choose a replacement we will not charge you for the postage of the replacement item to you. Once we have confirmed that your purchase has either been refunded or a replacement dispatched, you may dispose of the damaged item and there will be no requirement to return it to us.  

If you choose a refund we will liaise with you to arrange to either refund the purchase price to your card (if applicable and we are able to identify the precise transaction), or to send funds via bank transfer.  

Faulty Goods

In the event that you receive a faulty item, please contact us immediately at brutus@thebarksideshop.com - including details of the item, the fault with it, and a photograph.  We will endeavour to resolve any such issues to your reasonable satisfaction.

The Bark Side® is a trade mark of The Bark Side Limited.