Returns

Returns Policy 

Our products are lovingly custom made and therefore can only be refunded if damaged or faulty. In the unlikely event this occurs, your item(s) may be returned for a replacement or full refund. You MUST notify us at Bertie@BertieandCo.com within 7 days of receiving your items. We will respond within 3 working days. The damaged or faulty item(s) MUST be returned to us within 7 days of our acknowledgement for a replacement or refund to be actioned. 

Pets should not be left alone whilst wearing our accessories. No item is indestructible and owners should check items prior to every use for signs of wear and tear. It is the customers responsibility to determine the suitability of the products for their pet. 

 

Cancellations

If you would like to cancel your order please contact us within 24 hours of placing your order at Bertie@BertieandCo.com – we will inform you within 2 working days as to whether your cancellation request has been successful. We are unable to cancel any orders if you email us after 24 hours have passed since placing your order.

 

Exchanges

Please double check you have selected the correct size prior to placing any order. If you are unsure of your pets sizing, please look at the size chart information or contact us for advice. If upon arrival you notice you have ordered the incorrect item, please contact us with in 5 working days of its delivery. We accept returns in exchange for store credit for the value of the item(s) purchased only and this will exclude shipping. 

You must notify us within 5 working days following receipt of your parcel, via email at Bertie@BertieandCo.com and we will get back to you within 2 working days with details on how to make a return. The item(s) MUST be returned to us within 7 days of acknowledgement, in order to be accepted. You are responsible for return shipping costs. 

Returned item(s) MUST be returned in the condition sold with original packaging and any tags intact. Merchandise must be unused, in perfect condition and remain in a re-saleable condition. We advise any items that NEED to be tried on are done so indoors and on clean puppies and kitties.

 

We CANNOT accept returns or exchanges for goods that are not in perfect condition.

Please ensure any returns are carefully packaged and please include your order information inside the parcel alongside your name, order number and email address, so that we can identify your return efficiently.

 

We cannot accept liability for goods lost or damaged in transit therefore we would recommend that you obtain a free 'Certificate of Posting' from the Post Office or return item(s) by Recorded Delivery.

Please allow us 7 days to process your return and arrange your store credit note. In the unusual event, you have not heard from us after 7 days have passed,  please contact us via email at Bertie@BertieandCo.com.

 

Our Credit Notes are valid for 6 months from the date they are issued and can only be redeemed in a single transaction for the designated amount or greater. Credit Notes are not valid to be redeemed with any other promotions. Delivery charges will apply.
 

Sale Items
The purchase of sale items is final and is not eligible for return or exchange unless the product is damaged or faulty. 

 

Lost / Stolen / Damaged parcels
We cannot be held responsible for lost or stolen parcels. Once your parcel leaves our hands, it is the responsibility of the carrier to deliver your parcel. By purchasing you adhere to these conditions. In the unlikely event your parcel has not arrived or has arrived damaged, you can look to make a claim with Royal Mail.


Please contact us at Bertie@BertieandCo.com for any details they require to assist with your claim. The outcome of this claim is out of our control and we are unable to make any influence on the carriers decision.