Returns and refunds
At Muddy Rover, we want you and your pets to enjoy shopping with confidence. We are committed to providing clear information about returns, refunds and your rights as a customer.
This Return & Refund Policy applies to purchases made through https://muddyrover.com/ and delivered within the United Kingdom.
1. Our Return Policy
Customers purchasing online generally have the legal right to cancel an eligible order within 14 calendar days of receiving their goods, without giving a reason.
After notifying us of cancellation, you have a further 14 calendar days to return the goods.
This right is subject to the applicable exceptions described below.
Your statutory rights relating to faulty, damaged or incorrectly described products are not affected.
2. How to Request a Return
To request a return or cancel an eligible order, please contact our customer support team:
Email: contact@muddyrover.com
Phone: +44 7883 291741
Please provide:
- Your order number
- Your full name
- The product you wish to return
- The reason for the return, if you would like to share it
- Photographs if the product arrived damaged, faulty or incorrect
You can exercise your statutory cancellation right by sending us a clear statement by email. You do not have to provide a reason.
Our team will provide return instructions and the appropriate return address.
Please contact us before posting your return so we can provide the correct return destination.
Do not assume that our business contact address is the returns warehouse address.
3. Return Conditions
For change-of-mind returns, customers may inspect products as they would reasonably be permitted to do in a physical shop.
Where possible, please return products:
- With their original accessories and components
- With any included instructions
- In suitable protective packaging
- With the order number or identifying details
Original packaging is recommended but is not an absolute condition of exercising your statutory cancellation rights.
If a product has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may make a lawful deduction for any resulting reduction in value.
4. Pet Products and Hygiene Exceptions
For hygiene and safety reasons, certain products may be subject to specific return restrictions where permitted by law.
Examples may include sealed pet hygiene or grooming products that are not suitable for return once unsealed for genuine health protection or hygiene reasons.
These restrictions apply only where the relevant legal exception is satisfied.
Opening ordinary packaging, inspecting an item or trying an eligible product does not automatically remove your statutory cancellation rights.
Faulty, damaged or incorrectly described products remain covered by your statutory consumer rights.
5. Damaged, Faulty or Incorrect Items
If your order arrives damaged, defective, incomplete or different from what you ordered, please contact us as soon as reasonably possible.
Email contact@muddyrover.com with your order number and a description of the issue. Photographs may help us resolve the problem more quickly.
Under the Consumer Rights Act 2015, customers have statutory remedies for goods that are faulty, not as described or not of satisfactory quality.
Depending on the circumstances, these remedies may include:
- A refund
- A repair
- A replacement
- A price reduction
For qualifying faulty goods, the statutory short-term right to reject generally applies within 30 days.
After that period, further rights to repair, replacement or other remedies may apply.
We will not charge customers for reasonable return costs where the law requires us to bear those costs.
6. Return Shipping Costs
Change-of-mind returns: Customers are responsible for the direct cost of returning eligible unwanted products, provided this responsibility has been disclosed before purchase.
The amount depends on the parcel's size, weight and chosen delivery service.
Faulty, damaged or incorrect products: Muddy Rover will cover reasonable return costs where required by law. We may provide a prepaid return label or arrange another suitable return method.
Please use a tracked return service where practical and retain your proof of postage.
We do not charge a separate restocking fee for statutory cancellation returns.
7. Refund Processing
For eligible cancellations, we will refund the amount required by law, including the original standard delivery charge where applicable.
If you selected a delivery service more expensive than our least expensive standard delivery option, we are not required to refund the additional premium delivery cost.
Refunds will be issued without undue delay and no later than 14 calendar days after we receive the returned goods or you provide evidence that you have sent them back, whichever is earlier, unless a different statutory rule applies.
If we have agreed to collect the goods, the applicable refund deadline will be determined under the relevant cancellation rules.
Refunds will normally be made to the original payment method unless you expressly agree otherwise.
Your bank or payment provider may require additional time to display the refunded amount.
No refund administration fee will be charged.
8. Exchanges
If you would like a different size, colour or product, please contact contact@muddyrover.com.
We will advise whether a direct exchange is available.
Where direct exchanges are unavailable, you may return an eligible product under this policy and place a new order.
This does not affect your statutory rights to repair or replacement for faulty goods.
9. Order Cancellation Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.
If the order has not been dispatched, we will arrange cancellation and the applicable refund.
If it has already been dispatched, you may exercise your statutory cancellation rights and follow the return procedure described in this policy.
10. Missing or Delayed Deliveries
If your order has not arrived within the communicated delivery period, please contact us at contact@muddyrover.com.
We will investigate with the delivery provider and explain the available resolution.
Your statutory rights concerning late delivery, non-delivery and cancellation remain unaffected.
11. How to Contact Us
For questions about returns, refunds, cancellations or damaged items:
Muddy Rover
Website: https://muddyrover.com/
Email: contact@muddyrover.com
Phone: +44 7883 291741
Business contact address:
Downfield Place
Edinburgh, EH11 2EW
United Kingdom
Important: This is our business contact address and is not necessarily the designated returns address. Contact us for the correct return destination.
12. Your Statutory Rights
Nothing in this policy excludes or restricts your rights under applicable UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Where any part of this policy conflicts with mandatory consumer law, the applicable statutory rights will prevail.
13. Policy Updates
We may update this Return & Refund Policy to reflect changes to our operations or applicable legal requirements.
The current version will be published on our website with its latest revision date.