Refund policy

At Dog Lush, we want you to shop with confidence. Every order is checked by our team at our fulfilment centre before dispatch. If something isn’t right, we’re here to help. Please review our Returns & Refunds Policy below.
This policy does not affect your statutory rights.

Standard return window

  • You have 30 days from the date your order is delivered to request a return.
  • Returns must be requested and approved before sending any items back. Items returned without an approved request may be delayed or returned to sender.
  • We recommend using a tracked service and keeping proof of postage, as we can’t be responsible for returns that are lost or damaged in transit.

Return eligibility

  • To be eligible, items must be:
  • In the same condition as received
  • Unworn and unused, with tags attached
  • In the original packaging
  • Returned with proof of purchase (order confirmation/receipt)

How to start a return

Email method

Self-service method – Return Center

  • Visit our Return Center
  • Enter your order number plus your email or phone number to begin.
  • Please allow up to 5 business days for verification and approval.
  • Once approved, you’ll receive the return address and step-by-step instructions.

For general questions, contact returns@doglush.com

Return shipping costs

  • Customers are responsible for return shipping costs, including any customs fees.
  • Return shipping costs are non-refundable.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect:

  • Contact us within 24 hours at support@doglush.com
  • Provide clear proof (e.g., photos)
  • Once the issue is verified and the return is received and inspected by our team, we will reimburse reasonable return shipping costs and arrange a refund or replacement, as appropriate.

Non-returnable items

The following items are not eligible for return or refund:

  • Sale items
  • Gift cards
  • Customised or personalised products

Exchanges

If you’d like to exchange an item:

Extended holiday returns

Orders placed between December 15 and December 25 can be returned or exchanged until February 4.

  • Orders placed after December 25 follow the standard 30-day return window.

Refunds

  • We’ll notify you once your return has been received and inspected at our fulfilment center (typically within 14 business days).
  • If approved, refunds are issued to the original payment method.
  • Please allow 5–10 business days after approval for the refund to reflect, depending on your bank or card provider.

If it has been more than 15 business days since your refund was approved and you haven’t received it, please contact support@doglush.com

This policy does not affect your statutory rights.

Contact Us

📋Contact Us 
📩Email: support@doglush.com

📞Phone: +441133508615

Business Hours:
Monday to Friday: 9:00 AM - 5:00 PM (GMT)
Saturday: Closed
Sunday: Closed

✅We aim to respond to all messages within 24 hours.