Refund Policy

At Highland Yak Chew we stand behind every product we sell. If you are not completely satisfied with your purchase, we will do our best to make it right — subject to the conditions set out in this policy.

This policy applies to all orders placed on highlanddogchew.co.uk and is in addition to your statutory rights under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

We accept returns on the following:

• Unopened products in their original, undamaged packaging.
• Items returned within 14 days of the delivery date.
• Products that have not been used or tampered with.
• Items with all original tags and seals intact.
• Gift orders — provided the above conditions are met (a gift receipt or order number is required).

For hygiene and safety reasons, the following items cannot be returned or refunded:

• Opened or used chew products.
• Items without original packaging or with broken seals.
• Products returned after the 14-day window without prior agreement.
• Items damaged due to misuse, negligence, or failure to follow care instructions.
• Personalised or custom orders.
• Items on final sale or marked as non-returnable at purchase.

Do not send items back without first contacting us — unauthorised returns cannot be processed.

• Do not return any item without receiving an RMA number from us first.
• Package items securely to prevent damage in transit — we cannot refund items damaged during return shipping.
• We recommend using a tracked and insured postal service for all returns.
• Write your RMA number clearly on the outside of the parcel.
• Keep proof of postage until your refund has been confirmed.
• Items lost in transit during return are the customer's responsibility unless we provided the return label.

Once we receive your returned item and confirm it meets our return conditions, we will process your refund promptly.

Refunds are issued to the original payment method used at checkout. We cannot redirect refunds to a different card or account.

We will arrange a replacement or full refund at no extra cost to you, including return postage where applicable. Claims made after 48 hours may not be accepted.

• Email us at info@highlanddogchew.co.uk with clear photos of the damage or incorrect item.
• Include your order number and a brief description of the issue.
• Do not dispose of the damaged item until we have reviewed your case.
• We will confirm the resolution — replacement or refund — within 2 business days.
• If a replacement is chosen and the original product is out of stock, a full refund will be issued instead.

We do not offer direct exchanges. If you would like a different product, size, or variant, please:

• Return the unwanted item following the standard return process (if eligible).
• Place a new order for the item you want via our website.
• This ensures you receive your new item as quickly as possible without waiting for the return to be processed.

If you received a damaged or incorrect item we will send a direct replacement free of charge — see Section 07.

Original delivery charges are non-refundable unless the entire order was faulty or incorrect.

• Refunds are always issued to the original payment method used at checkout.
• We cannot transfer refunds to a different card, bank account, or payment method.
• If your card has expired or been replaced since purchase, your bank will typically reroute the refund — contact your bank if you do not receive it.
• Store credit or gift card refunds are issued as a code by email if requested.
• Partial refunds may be issued for orders where only some items are returned.
• Original shipping fees are refunded only when the fault lies with us (incorrect or damaged goods).

We aim to resolve all return and refund requests fairly and promptly. If you are unhappy with our response, you have the following options:

• Contact us again and ask to escalate your case — we will review it at a senior level.
• If you paid by credit or debit card, you may be entitled to raise a chargeback with your card issuer under Section 75 of the Consumer Credit Act or Visa/Mastercard chargeback rules.
• You may contact the Citizens Advice consumer service on 0808 223 1133 (UK).
• For online purchases, you may also use the EU/UK Online Dispute Resolution (ODR) platform.
• Our statutory obligations under the UK Consumer Rights Act 2015 are unaffected by this policy.

For any questions about returns, refunds, or your order, please reach out: