Returns

The Bark & Vibe family want you to be completely satisfied with your purchase. If you are unsatisfied, please contact us at returns@barkandvibe.co.uk and we will endeavour to resolve your issue as quickly as possible. 

Please carefully read our policy below: 

Faulty, missing or damaged products:

  • Contact our customer care team at returns@barkandvibe.co.uk within 48 hours of receiving your order.
  • If you think your order has been damaged during transit, please ensure that you keep the original packaging box and send a photograph of both the packaging and the damaged item to support in the claim process.
  • If an item has been missed during the picking and packing process, or if you have been sent an incorrect item, please ensure that you take a picture of the item received. We will always rectify any mistakes, made on our behalf, as quickly as possible.
  • Please note that damaged items, as a result of wear and tear, are not considered to be faulty. An item that has been clearly used and which has been subject to wear and tear will not be refunded. 
  • Please note that we will ask for photographic/video evidence of any faults, so we can ascertain the problem and offer advice.

Changed your mind?

If you've changed your mind, don't worry just get in touch - as quickly as possible!

We really hope that our website and social media portrays our products, honestly and accurately, but, in line with distance selling rules you have the right to return any unwanted items in accordance with the terms below:

  • Contact our customer care team at returns@barkandvibe.co.uk with your full name, address and order number. If you can provide details why you're returning your item it will be helpful. Please ensure you notify us as quickly as possible.
  • Should the return be accepted, our customer care team will reply to your request within 48 hours with details of the return reference and the return address. Please enclose the return reference details inside the returns package. If this is missing it may delay the refund process.
  • You have 14 days from the date your parcel was delivered, to ensure the parcel comes back to us.

Personalisation

  • Due to the design of our Doggo Weekender bags, we can accept returns for personalised purchases, however we will deduct £25 from the refund to cover the cost of replacing the personalisation. 
  • Any other personalised products cannot be exchanged or refunded

Cost of returning an item

Being a small UK business we are afraid that we cannot absorb the additional cost of returns shipping. The cost of the return is down to you the customer.

We always suggest using a tracked and insured service as we cannot accept responsibility for items that are lost in transit. 

We recommend using https://www.parcel2go.com/ to search for the best prices. 

We aim to complete all returns within 7 working days of receiving them. Please allow up to an extra 5 working days for the funds to return to your bank account. 

Faithfully,

Lola and the Bark & Vibe Team