Return & Refund policy
Please Read Our Return & Refund Policy Carefully:
Return:
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@lochandbone.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@lochandbone.com.
Wrong Product:
If you discover your order is flawed, please contact us by email: info@lochandbone.com with photos of the wrong product, and we will provide a return shipping label. Once it is tracking, we will ship a replacement product immediately.
Exchange:
We only exchange products if they are defective or damaged. If you need to exchange your product for the same product, please contact us by email: info@lochandbone.com. We will process the free exchange.
How can customers return your products?
- By mail
What is the restocking fee?
- No restocking fee
Cancel The Order:
We usually ship the orders immediately,
Therefore, if you wish to cancel your order, please contact us immediately. We will send an involved participation by the processing department, but we will not guarantee that you will always return the order once you receive the product.
Refunds (if applicable)
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 10 business days.
Late or missing refunds (if applicable)
- If you have not 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 have done all of this and you still have not received your refund yet, please contact us.
Sale items (if applicable)
Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.
Gifts
We do not currently offer refunds if your item was a gift.
Thank you for buying with confidence!
For Further Inquiries:
If you have any further questions, please contact our customer service at:
Company Name: Pets Global Ltd
Phone: +44 7707501253
Email: info@lochandbone.com
Address: 39 The Galleria, Langstane Place, Aberdeen AB11 6FB, United Kingdom
VAT No: 461513217
Company No: SC798427
Business Hours: Monday to Friday between 8:00 AM to 7:00 PM (BST, UTC+1)
Response Time: We aim to respond within 1 business day.