Sherwood Paws Limited

Returns and Refunds Policy

Last updated: 6 August 2026

This policy applies to Products purchased directly from Sherwood Paws Limited. Different rights apply depending on whether you purchased as a retail Consumer or as a Trade Customer.

Nothing in this policy limits any statutory rights that cannot lawfully be excluded.

Contacting us about a return

Before returning an item, please contact us at sales@sherwoodpaws.co.uk and include:

• your name or business name;
• your order number;
• the Product you wish to return;
• the reason for the return; and
• photographs where the Product is faulty, damaged, incorrect or incomplete.

Unless we provide different instructions, authorised returns should be sent to:

Sherwood Paws Limited
Unit 9, London Road Business Park
Retford
DN22 6HG

Please package returned Products securely. We recommend using a tracked service and retaining proof of postage. Responsibility for return postage is explained below.

1. Consumer returns for online purchases

This section applies when you are an individual purchasing wholly or mainly for personal use and you bought the Product online or through another qualifying distance contract.

Your right to change your mind

You normally have the right to cancel your order without giving a reason within 14 days after the day you, or a person nominated by you, receives the Product.

If an order is delivered in separate instalments, the cancellation period normally begins after you receive the last relevant item or instalment.

To exercise this right, email sales@sherwoodpaws.co.uk with a clear statement that you wish to cancel. You must notify us before the cancellation period expires.

After notifying us, you must send the Product back without undue delay and no later than 14 days after telling us that you wish to cancel.

Condition of returned Products

You may inspect a Product as you reasonably would in a shop. Please return it with all components, labels and packaging where reasonably possible.

You are responsible for taking reasonable care of the Product while it is in your possession. We may reduce the refund to reflect a reduction in value caused by handling beyond what is reasonably necessary to establish the Product's nature, characteristics and functionality.

Original packaging is not an absolute condition of a Consumer's statutory cancellation right, but missing or damaged packaging may affect the Product's value and therefore the amount refunded where the law permits.

Return postage for a change of mind

You are responsible for the direct cost of returning a Product when you cancel because you have changed your mind, unless we agree otherwise.

You remain responsible for the Product until it is received by us, so please package it carefully and use an appropriate delivery service.

Exceptions to change-of-mind cancellation

The statutory right to cancel does not apply, or may cease to apply, in circumstances prescribed by law. These include:

• Products made to your specifications or clearly personalised;
• Products liable to deteriorate or expire rapidly;
• sealed Products that are not suitable for return for health-protection or hygiene reasons once unsealed; and
• Products that have become inseparably mixed with other items after delivery.

These exceptions do not remove your rights if a Product is faulty, damaged, misdescribed or incorrectly supplied.

2. In-store Consumer purchases

There is no automatic legal right to return an in-store purchase solely because you have changed your mind.

We may agree a return at our discretion. Please contact us before returning the Product. Any discretionary return will normally require the Product to be unused, complete, in its original packaging and in fully resaleable condition, together with proof of purchase.

Your statutory rights in relation to faulty, damaged or misdescribed Products are unaffected.

3. Trade Customer returns

Trade Customers do not have an automatic right to return correctly supplied Products because they are unwanted, slow-selling, unsuitable for their customers or ordered in error.

We may accept a Trade Customer return at our discretion on a case-by-case basis. Approval must be obtained from us before any Products are sent back.

Where a discretionary Trade return is accepted, we may require that the Products are:

• unused and unopened;
• complete and undamaged;
• in their original packaging;
• within any applicable expiry or best-before requirements; and
• in fully resaleable condition.

Unless we agree otherwise, the Trade Customer is responsible for the cost and risk of returning discretionary returns. Unauthorised returns may be refused or returned to the Trade Customer at its cost.

This section does not affect a Trade Customer's rights where Products are faulty, damaged in transit, incorrectly supplied or otherwise fail to comply with the contract.

4. Damaged, faulty, incorrect or missing Products

Please inspect your order as soon as reasonably possible after delivery.

If a Product is defective, damaged, incorrect or missing, contact sales@sherwoodpaws.co.uk with your order number and clear photographs of:

• the affected Product;
• the outer and inner packaging;
• the delivery label; and
• any visible damage or fault.

Trade Customers should report visible delivery damage, shortages and incorrect Products within 48 hours of delivery, where reasonably possible. This helps us investigate the issue with our warehouse and carrier. Latent faults that could not reasonably have been identified on delivery should be reported promptly after discovery.

The 48-hour reporting request does not restrict a Consumer's statutory rights and does not automatically invalidate a genuine Trade Customer claim where the issue could not reasonably have been identified or reported within that period.

Please retain the Product and all packaging while we investigate. Do not dispose of or continue using a Product that may be unsafe unless we tell you otherwise.

Where a return is required because we supplied a faulty, damaged or incorrect Product, we will provide reasonable return instructions and bear reasonable return costs. Depending on the circumstances and your legal rights, we may offer a repair, replacement, refund, credit or another appropriate remedy.

5. Consumer rights for faulty Products

Products supplied to Consumers must be of satisfactory quality, fit for purpose and as described.

Consumers normally have a short-term right to reject faulty goods within 30 days, subject to the Consumer Rights Act 2015. After that period, a Consumer may normally be entitled to a repair or replacement first. If that remedy is unavailable, unsuccessful or not provided within a reasonable time and without significant inconvenience, the Consumer may be entitled to a price reduction or final right to reject.

These rights can continue beyond six months. However, after the first six months, a Consumer may be required to show that the fault was present when the Product was supplied.

Please contact us as soon as you identify a problem so we can assess it and provide the appropriate remedy.

6. Red Dingo five-year guarantee

Eligible Red Dingo nylon and fabric collars, leads, harnesses and coats are covered by the published Red Dingo five-year guarantee.

The guarantee covers manufacturing faults and defects in materials or workmanship. It does not cover general wear and tear, accidental damage, misuse or Products that have been altered.

Claims remain subject to the full Red Dingo five-year guarantee information published on our website. A commercial guarantee is additional to, and does not replace, a Consumer's statutory rights.

7. Refunds for Consumer cancellations

For a valid Consumer cancellation, we will refund:

• the price paid for the returned Product; and
• the cost of our least expensive standard delivery option, where required by law.

If you selected a more expensive delivery service, we are not required to refund the additional amount above our standard delivery cost.

We may withhold the refund until we receive the returned Product or you provide evidence that it has been sent back, whichever occurs first.

The refund will be made without undue delay and no later than 14 days after we receive the returned Product or evidence of its return, as applicable.

Refunds will be made to the original payment method unless you expressly agree otherwise. We do not charge a refund fee. Your bank or payment provider may take additional time to display the refund after we have processed it.

8. Refunds for faulty or incorrectly supplied Products

Once we have established that a refund is due for a faulty, damaged, misdescribed or incorrectly supplied Product, we will issue it without undue delay and within the period required by applicable law.

For Consumers, an agreed refund will normally be made within 14 days using the original payment method, unless the Consumer expressly agrees otherwise.

For Trade Customers, an approved refund or credit will be processed using the method reasonably selected by us, taking account of the original payment and the Customer's account status.

9. Exchanges

Exchanges are subject to stock availability. We may process an exchange as a return and a new order. Any difference in price or delivery cost will be confirmed before the replacement order is completed.

10. Proof of purchase

We may request reasonable proof that the Product was purchased from Sherwood Paws, such as an order confirmation, invoice, receipt, bank record or other evidence of purchase.

Products purchased from another retailer should normally be returned to that retailer. Red Dingo guarantee enquiries may be handled separately in accordance with the published guarantee process.

11. Clearance and promotional Products

Clearance and promotional Products are subject to the same statutory rights as other Products. A disclosed defect or characteristic that formed part of the description will not, by itself, make the Product faulty.

Discretionary Trade Customer returns of clearance or specially discounted Products may be refused.

12. Contact details

For cancellations, returns, damage reports and refund enquiries, contact:

Sherwood Paws Limited
Unit 9, London Road Business Park
Retford
DN22 6HG

Email: sales@sherwoodpaws.co.uk
Telephone: 01623 209400

This policy should be read alongside our Website, Retail and Trade Terms and Conditions and our Privacy Policy.

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Important: This is a commercially tailored draft and should be reviewed by a solicitor familiar with UK consumer, wholesale and e-commerce law before publication.