At Dog Gear Sales Now, we want you and your furry friend to be completely satisfied with every purchase. If for any reason you’re not happy with your order of Hills or ROYAL CANIN products, we offer a straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order, provided they are:

  • In their original, unopened packaging
  • In resalable condition
  • Accompanied by the original receipt or proof of purchase

Please Note: For health and safety reasons, we cannot accept returns on the following products:

  • Opened dog food (both dry and canned)
  • Used flea control treatments
  • Opened dental care products

These restrictions apply to all brands including Hills and ROYAL CANIN.

How to Return an Item

Follow these simple steps to return your item:

  1. Contact us within 15 days of receiving your order at [email protected] with your return request
  2. Pack the item securely in its original packaging
  3. Include your order number and reason for return
  4. Ship the package to our warehouse at:
    Dog Gear Sales Now Returns
    73 Westmorland Rd
    Newcastle upon Tyne, GB CH7A 6VE

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Once we receive your return:

  • We will inspect the returned item within 3 business days
  • If approved, your refund will be processed to your original payment method
  • Refunds typically appear in your account within:
    • 3-5 business days for credit/debit cards (Visa, MasterCard, JCB)
    • 1-2 business days for PayPal

Exchange Process

To exchange an item:

  1. Follow the same return process above
  2. Clearly indicate in your email that you would like an exchange
  3. Specify the replacement product you’d prefer
  4. We will ship your new item once we receive the return

If the exchange item costs more, you’ll need to pay the difference. If it costs less, we’ll refund the difference.

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email Body:

Dear Dog Gear Sales Now Team,

I would like to return/exchange the following item from my order #[Your Order Number]:

Product Name: [Product Name]
Reason for Return: [Reason]
Preferred Action: [Refund/Exchange for [Product Name]]

Please advise next steps. I have reviewed the return policy and confirm the item meets all return conditions.

Best regards,
[Your Full Name]
[Your Contact Information]

Need Help?

Our dog-loving customer service team is happy to assist with any questions about returns or exchanges:

Email: [email protected]
Phone: +44 (0)191 123 4567
Hours: Monday-Friday, 9:00-17:00 GMT

We appreciate your trust in Dog Gear Sales Now for your pet’s premium nutrition and care needs. Thank you for shopping with us!