Returns and exchange details
◾If for any reason the Buyer is dissatisfied with a product from my generic stock range (excluding personalised products) purchased from The Mucky Pup Gallery, under the distance selling regulations the Buyer may cancel their order for a full refund up to 14 days after receipt of the Goods.
Please note Personalised & Memorial (Ashes Jewellery) items are non refundable, as are Earrings, due to hygiene reasons.
◾The Buyer must inform The Mucky Pup Gallery of a return. This notification should be conducted by email, or in writing, within 14 days of the original order being placed by the buyer.
◾The Goods must be returned to The Mucky Pup Gallery in the same condition that they were sent at the Buyer’s expense within 14 days of receipt. Any returns need to be packaged in the original packaging and returned via a recorded method of posting. The tracking code must be sent for our records. Refunds will be made upon receipt and inspection of the item.
◾If the returned parcel doesn't arrive it is the customers responsibility to contact royal mail, and you can claim for the lost item via them. If the item is returned damaged, we will assess the cost of repairs and this cost will be deducted before a refund is made.
◾The Buyer will be responsible for any goods that have been damaged in transit when being returned so must ensure that the goods are well packaged to avoid this.
◾Only when goods are faulty/damaged and returned to me, am I able to either offer a full refund or send a replacement product.
◾If a fault is found with the item that is the responsibility of The Mucky Pup Gallery then The Mucky Pup Gallery will arrange for the faulty goods to be collected and the goods will be replaced at cost to The Mucky Pup Gallery or a full refund will be offered for generic items. Bespoke/Personalised items are not eligible for a refund but a replacement product will be sent to replace any damaged items.
If damaged, please send us a photograph via email to themuckypupgallery [!at] gmail.com showing the damage.
◾ If the fault on the goods is found to be because the Buyer has confirmed a design or entered information incorrectly with the fault being evident then The Mucky Pup Gallery will not be liable for any cost to replace the product or to have the goods returned.
◾Any refunds can only be made back to the same payment method that has been used to purchase the goods. I am unable to refund money into another name or account.
◾We regret that we are unable to offer refunds on bespoke or personalised items including memorial pieces. Orders for bespoke items are not covered under the distance selling regulations so therefore do not have a cooling off period once payment has been made.
◾This does not affect your statutory rights.
Additional policies and FAQs
The Mucky Pup Gallery makes every effort to faithfully illustrate measurements and colours but reproduction on-screen may vary from the actual product. The Buyer must understand that colours in the images displayed may vary slightly from the colours on the product. This is because colours vary from screen to screen.
◾Due to the handmade nature of our products, there may be slight variations in each piece, for example colour, size and shape of completed items and their components.
◾We reserve the right to change prices without notice. All orders and quotes made prior to the changes will not be affected.