Refund and Returns Policy

We hope that what you purchase from The Dog Tooth Fairy® is always what you’ve wished for, but just in case you change your mind, you don’t love it or something isn’t quite right, you have up to 30 days to return it once it has been delivered. 

Your statutory rights as a consumer are not affected if, for any reason, you wish to return goods purchased from Dog Tooth Fairy®.

You must submit your return request within 15 days of receipt and mail your return within 15 days of request being accepted. Your return request must be sent via email to info@dogtoothfairy.co.uk

The goods must be in their original packaging*, and both the goods and their packaging must be in their original, unused condition with all relevant tags.

We encourage you to package your return appropriately as we will not be liable for any loss or damage that occurs during transit, and that you send it via recorded delivery. 

Please put the return address and your postage label on the outer packaging and not directly onto the product’s own packaging. We may not be able to accept your return if the product’s packaging is defaced.

The customer is liable to cover the cost of the return.

The Dog Tooth Fairy® cannot be responsible for any return processing delays caused by the order reference and/or RMA not being included in the return.

You can return orders to us within 15 days of your return request being accepted, and we do ask that they reach us in good, unused condition with all packaging and tags still intact. If returns are made out of the return period or not in new, resaleable condition, we reserve the right to refuse the return of your goods and we will arrange for them to be returned to you at your expense.

Please note that Roll Up Banners are made to order and are therefore non-refundable and excluded from our returns policy. As these items are custom-produced specifically for you, we are unable to accept returns or exchanges unless the item arrives damaged or faulty. If you receive a damaged or faulty Roll Up Banner, please contact us at info@dogtoothfairy.co.uk within 48 hours of delivery with photographic evidence and we will do our best to resolve this for you.

Orders returned to sender (The Dog Tooth Fairy®) due to an incorrect address, parcel refusal, non-collection or failure to arrange a re-delivery will be considered a return and subjected to return postage charges. 

*Original packaging does not refer to the outer packaging used to package your order in. 

In the unfortunate event that you receive a incorrect or damaged goods, or your purchase develops a fault, The Dog Tooth Fairy® will endeavour to work with you to come to a resolution.

If you are missing an item, or have received something that is incorrect, please email info@dogtoothfairy.co.uk within 7 days of receipt of your delivery.

Please state your order reference, and include a photograph of the incorrect goods (if applicable) and your paper invoice.

If you are experiencing missing goods due to damage to the parcel during transit, please take several photographs of the outer packaging as evidence, including before opening the parcel, whilst opening the parcel, and all goods after opening the parcel. Please do not dispose of the packaging in case additional photographs are required. An investigation will be launched with the courier responsible so we can resolve the matter.

If you receive goods that are damaged or faulty, please email thedogtoothfairy@gmail.com within 7 days of receipt of your delivery.

Please state your order reference, and include photographs that clearly demonstrate the damage/fault.

If you are experiencing damaged goods due to damage to the parcel during transit, please take several photographs of the outer packaging as evidence, including before opening the parcel, whilst opening the parcel, and all goods after opening the parcel. Please do not dispose of the packaging in case additional photographs are required. An investigation will be launched with the courier responsible so we can resolve the matter.

If a product develops a fault within the warranty period, but after 30 days of receipt, please email The Dog Tooth Fairy® at info@dogtoothfairy.co.uk

Please quote your order number, state the nature of the defect and how it occurred, and attach clear photographs of this to the email. Failure to provide the relevant information will deem you have accepted the goods.

To claim a refund, you must return the faulty goods within 30 days of receipt.

If you do not return the faulty goods within 30 days of receipt, before you can claim a refund, The Dog Tooth Fairy® will endeavour to resolve the problem with a repair or replacement first.

The Dog Tooth Fairy® may require you to return the damaged/faulty goods. You will be provided with a free return postage label.

This section applies to all purchases of digital products from The Dog Tooth Fairy®, including online training courses delivered via Zoom and downloadable MP4 training videos, regardless of your country of residence.

Our digital products are delivered electronically and are available worldwide. Once purchased, you will receive immediate access to your Zoom training session link and/or downloadable content.

Due to the nature of digital content, we are unable to offer refunds once:

• A Zoom training session has been attended or the link has been accessed
• A downloadable MP4 video has been downloaded or streamed

If you experience technical difficulties accessing your digital product, please contact us at info@dogtoothfairy.co.ukwithin 48 hours of purchase and we will do our best to resolve this for you.

If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of the date of purchase without giving any reason, in accordance with the EU Consumer Rights Directive.

However, you expressly lose your right of withdrawal once you have accessed or attended your Zoom training session, or begun downloading or streaming your MP4 training video.

By completing your purchase and accessing the digital content, you acknowledge that the supply of digital content has begun and that you consequently lose your right of withdrawal.

To exercise your right of withdrawal before accessing the content, please contact us at info@dogtoothfairy.co.uk within 14 days of purchase stating your order number. We will process your refund within 14 days of receiving your withdrawal request.

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order for digital content within 14 days of purchase, provided you have not yet accessed or downloaded the content. Once the digital content has been accessed or downloaded, the right to cancel is lost.