Refund policy

🐾 ProTrain(tm) Returns & Refund Policy

We want you (and your dog) to be happy with every purchase. Here’s how our returns and refunds work:

Eligibility for Returns

  • You have 28 days from receiving your items to request a return — no questions asked.
  • Items must be unused, with all tags attached and in their original packaging.
  • Important: Please do not apply tape, labels, or writing directly onto product boxes (e.g. boot or wellie boxes). Items returned in unsellable packaging may be refused or subject to a repackaging fee.
  • To start a return, please use our Returns Portal. Returns outside this system cannot be accepted.

If there’s a defect or we’ve sent the wrong item, please contact us straight away and we’ll fix it quickly.

🎄 Extended Christmas Returns

To make gift shopping easier, we extend our returns window every year:

Orders placed from 1st November to 31st December can be returned or exchanged up to 15th January — perfect for Christmas gifts and early buyers.

What We Don’t Accept

  • Perishable items (e.g. food and treats)
  • Custom or personalised goods
  • Sale or clearance items
  • Gift cards

Shipping & Carriage

  • Original delivery costs are non-refundable, unless goods are faulty or sent in error.
  • Exchanges are free of transport costs — we’ll cover the shipping for your replacement.
  • If returning for a refund, you can:
    • Use our returns service (we’ll deduct return postage at cost), or
    • Arrange your own courier (we recommend tracked shipping).

Refunds & Store Credit

  • Once your return is received and approved, refunds are processed within 14 business days.
  • If you choose store credit, we’ll add 10% extra value to your returned item amount as a thank-you.
  • If more than 15 business days have passed after approval, please contact us and we’ll help.

EU Customers

EU customers also have a 14-day cooling-off period under consumer law — all other terms remain the same.

💛 Thank you for helping us keep things simple, sustainable, and fair for everyone.
Our small family team takes great care with every order — and we appreciate you doing the same when sending items back.