Refund policy

Returns & Refunds Policy

Last updated: 11 December 2025

At BigDog Accessories (operated by FREDABAY), we want you and your big dog to be genuinely happy with every purchase. If something is not quite right, this Returns & Refunds Policy explains how our 30-day money-back guarantee works and how to request a return or refund.

1. Who we are

This Returns & Refunds Policy applies to orders placed on https://bigdogaccessories.co.uk and is operated by:

FREDABAY
Désiré Van Den Bosschestraat 39/4
9620 Zottegem
Belgium
Company number: 0764.583.791
Email: support@bigdogaccessories.co.uk

2. 30-day money-back guarantee

In addition to your statutory consumer rights, we offer a 30-day money-back guarantee on most products purchased via our Website.

  • You have up to 30 days from the date you receive your order to request a return.
  • The 30-day period starts on the delivery date indicated by the carrier tracking information.
  • Returned items must meet the conditions described in section 5 below.

This commercial guarantee does not affect your legal right of withdrawal or your rights in case of faulty or misdescribed goods under applicable consumer law.

3. Free delivery and return shipping costs

We offer free delivery from £50 of products in a single order, as stated on our Website.

Unless otherwise stated on the product page or required by law:

  • You are normally responsible for the cost of sending items back to us when you change your mind.
  • If the item is faulty, damaged or we sent the wrong product, we will organise or reimburse the reasonable return shipping costs once the issue is confirmed.

4. Items eligible for return

You can usually return:

  • Standard products (dog beds, bowls, toys, collars, harnesses, leads, accessories, etc.) that you no longer want, provided they are unused and in resalable condition;
  • Products that have arrived damaged, faulty or not as described;
  • Products received in error (wrong size, wrong colour, wrong item).

5. Non-returnable and limited return items

For some products, returns may be limited for obvious reasons:

  • Personalised items (for example, collars, harnesses or tags with your dog’s name, phone number or custom design) cannot be returned or refunded if you simply change your mind or ordered the wrong spelling, size or colour. They can, however, be returned if they are faulty, damaged on arrival or not as ordered.

If you are unsure whether a specific item is eligible for return, please contact us before placing your order or before sending it back.

6. Condition of returned items

To qualify for a refund under our 30-day money-back guarantee, returned products must:

  • be unused and in as-new condition (no obvious signs of wear, tear, chewing or dirt);
  • include all original packaging, labels, tags, accessories and instructions where applicable;
  • be securely packed so they arrive back to us in good condition.

We reserve the right to decline the refund or apply a partial refund if items are returned in a condition that prevents them from being resold (for example, heavily used, damaged by the customer, or missing key components).

7. How to request a return

To request a return within 30 days of receiving your order:

  1. Contact us at support@bigdogaccessories.co.uk with your order number, the item(s) you wish to return and the reason for the return.
  2. We will confirm whether your item is eligible, provide you with return instructions and, where applicable, the return address or label.
  3. Pack the item carefully and send it back using a tracked shipping method. Keep proof of postage until your return has been processed.

Please do not send items back without contacting us first, as this may delay or prevent your refund.

8. Refund process

Once we receive your return, we will:

  • inspect the item to confirm its condition and eligibility;
  • notify you by email that we have received your returned parcel;
  • confirm approval or refusal of your refund.

If your refund is approved:

  • We will issue a refund to your original payment method (unless otherwise agreed),
  • We aim to process refunds within 14 days from receiving your return, although your bank or payment provider may take additional time to display the credit.

Please note that:

  • Original delivery charges (if any) may not be refunded in full where you keep part of your order, unless required by law.
  • Any discounts or promotional codes applied to the original order may be taken into account when calculating the refund.

9. Exchanges

We do not guarantee direct exchanges for another size or colour. If you wish to change product, size or colour, we may:

  • either process a refund for the returned item and invite you to place a new order; or
  • offer an exchange where practical and agreed with you via email.

Please contact us at support@bigdogaccessories.co.uk to discuss the best option.

10. Faulty, damaged or incorrect items

If your item arrives faulty, damaged or not as ordered, please contact us as soon as possible (ideally within 7 days of delivery) at support@bigdogaccessories.co.uk.

We may ask you to provide photos or a short description of the issue so we can assess the problem and offer a suitable solution, which may include:

  • a replacement of the same product;
  • an alternative product of similar value (with your agreement); or
  • a full or partial refund, depending on the situation.

In these cases, we will generally arrange or reimburse reasonable return shipping costs, provided the issue is confirmed.

11. Parcels not collected or refused deliveries

If a parcel is returned to us because it was not collected in time, the delivery address was incorrect or the delivery was refused without notifying us, we may:

  • refund the product price once the parcel is received back, minus any direct return costs charged by the carrier; or
  • offer to resend the parcel, subject to payment of new shipping costs.

We will always inform you of the options available in such cases.

12. Your statutory rights

Nothing in this Returns & Refunds Policy is intended to limit or exclude your statutory rights under applicable consumer protection law, including your right to receive goods that are of satisfactory quality, fit for purpose and as described.

13. How to contact us

If you have any questions about this Returns & Refunds Policy or need help with a return, please contact us:

Email: support@bigdogaccessories.co.uk
Postal address:
FREDABAY
Désiré Van Den Bosschestraat 39/4
9620 Zottegem
Belgium