If you’re not completely happy with your order for any reason, please get in touch with us as soon as possible at info@lutchfords.co.uk – we’re always happy to help.
Due to limitations and variances in colour reproduction on screen, product colour variation compared to the online configurator are not grounds for returns as stated on the product pages. They are for illustrative purposes only and can appear different across various devices and platforms.
Under the Consumer Contracts Regulations 2013, items that are made to the customer’s specifications are not eligible for cancellation, return, or refund, unless they are faulty or not as described.
This includes:
- Custom-sized collars or leads
- Items made in bespoke colour combinationsIf you’ve ordered the wrong size, we may be able to arrange an exchange.
Please note that return postage and re-delivery costs will be covered by the customer.
Your Right to Cancel (Non-Custom Items Only)
For non-custom, ready-made (standard stock) items, you have the right to cancel your order within 7 days of receiving your goods. To be eligible:
- You must notify us in writing within 7 days of delivery
- Items must be unused, clean, and in their original condition
Customers are responsible for the cost of return postage unless the item is faulty.
Faulty or Incorrect Items
If your item is faulty, damaged, or incorrect please contact us within 7 days of delivery and include:
- Your order and contact details
- Photos of the issue
- A description of the problem
If a genuine fault is confirmed, we are happy to offer you:
- A repair
- A replacement
- A full refund (including original delivery costs, where applicable)
Returns Process
Once you’ve contacted us and your return has been approved:
- Return the item within 7 days of approval
- Use a tracked postage service where possible We are not responsible for items lost in transit
Our return address will be provided once your return request has been approved.
Refunds
Approved refunds will be processed within 7 days of receiving the returned item. Refunds will be made to the original method of payment. Please note: Original delivery charges are non-refundable for change-of-mind returns. Custom items are non-refundable unless faulty
Non-Returnable Items
We cannot accept returns for:
- Made-to-order or personalised products (unless faulty)
- Items showing signs of use or damage caused by the customer
- Clearance or sale items (unless faulty)
Contact Us
To request a return or report a problem, please contact: info@lutchfords.co.uk