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Refund Policy

If you wish to cancel, return or replace any part of your order, please contact us on 0345 143 0197* or e-mail us at shop@guidedogs.org.uk.

You can cancel your order, and will be refunded in full, providing that you tell us within 24 hours of ordering. If the item has already been dispatched, unless you refuse delivery or return the item to sender, you may be charged postal delivery costs.

If what you have bought is damaged, faulty or misdescribed you are entitled to a refund or for the item to be replaced. We will advise you how to return the item, and on receipt of the item, you will be refunded for the product and any applicable postal charges.

If we have made a mistake with your order we will advise you how to return the unwanted item. On receipt, you will be refunded for the product and any postal charges.

If you have just changed your mind about an item we will refund you providing that you tell us within 14 days of your order being delivered, and subject to you returning the item to us at your cost in a resalable condition and in its original packaging. We will refund you within 14 days of receiving the returned item.

You cannot return items that are likely to deteriorate or expire rapidly or which have been sealed for health or hygiene purposes and have been unsealed after delivery or which have become mixed inseparably with other items.

We cannot refund donations made in the ordering process.

*Our customer service phone line is open 9am - 8pm, Monday to Friday.