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Returns Policy

At Canine Paradise we hope that you are happy with your purchase, however we know that sometimes you will need to return an item. If you are unhappy with the goods for any reason, please return your item to us with your receipt (This shall not affect your cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, please see below). We are happy to offer an exchange or refund on unused items returned within 30 days for internet or store purchases. If the item is faulty or damaged we are happy to offer a refund or exchange where available.

Before returning your item(s) please contact Canine Paradise Ltd for a Returns Authorisation NumberThis will help us to track your return and ensure you receive your exchange or refund promptly. Note, without an Authorisation Number, your returned goods may end up in the wrong location, and will be difficult to track.


For non-faulty products


  • We can arrange the collection using one of our carriers at a subsidised cost of £3.45, or you can return to our depot.
  • Any products returned must not be devalued, should be in a re-saleable condition & include the documentation and original packaging.
  • Ensure you have contacted our customer services for a Returns Authorisation Number, and read our Terms and Conditions.


For faulty goods


  • We will arrange a pick-up service free of charge.
  • All goods will be inspected before an exchange or refund is applied.


If a refund is due, we aim to refund within 14 days of receiving the goods during busy periods, otherwise we process within 24 hours.


Please read our Terms and Conditions for further information.

For more information call Canine Paradise Customer Services Department on 0330 333 8776 or Email the customer service department at wecare@canineparadise.com.


Quick Exchange

If you find you have selected the wrong item, we will happily arrange an exchange for you. Email us at wecare@canineparadise.com or call our customer service team and they shall process a fast exchange. If you want to chat through alternative product options, please also call our customer service team . They are knowledgeable and helpful and love helping our customers select the right pet product.


Right to Cancel

For any products bought on the website, you have a right to cancel without any reason whatsoever within 14 days after the day you received all goods/services from us.


To exercise the right to cancel email customer services on wecare@canineparadise.com, or call0330 333 8776, or write to us at Canine Paradise, Fieldgrove Farm, Watford Road, Elstree, Hertfordshire WD6 3BG to inform us. We will need your Order number, and contact information.


You must send the good back to us, no later than 14 days from the day you notify us of your cancelled order. We shall aim to refund you within 14 days from such date or earlier if acceptable proof of delivery is provided.


Note, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary deliveries such as Premium, Next Day, Super Saver, weekend deliveries).


We can arrange the collection using one of our carriers at a subsidised cost of £3.45. Please take reasonable care of the goods as we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of unnecessary handling of the goods by you.


You can read more about your right to cancel in our Terms and Conditions.