Returns Policy & Instructions

The instructions on this page must be followed or the processing of your return may be delayed.

We have strong confidence in the quality of our products. It is our commitment to provide you with transparent guidelines to prevent any misunderstandings following your purchase. Prior to making any purchase from us, we ask you to read the following instructions thoroughly and follow steps 1-6 to ensure a smooth refund/return/exchange process.

Regrettably, we find it necessary to include this note on our returns page due to occasional instances of customer aggression when dissatisfaction arises. Please be aware that we have a zero-tolerance policy towards aggression and rudeness. Any aggressive emails will not receive a response. Please refer to our terms or this page for addressing your concerns.

Please take special note of products that are custom-made.

When returning collars, head collars and harnesses

This section refers to anything worn that touches the dog (unlike a lead). If you want to return a product because you don’t like it or you ordered the wrong thing, please take note of the steps below.

  1. If the product has been worn longer than a quick trying on, then we cannot accept a return for hygiene reasons.
  2. When products falling into this section are returned, we record the opening of your parcel and check for the product being clean. We record this as evidence should you dispute our decision.
  3. If a product is returned worn, we will invoice you £3.99 to have the product returned to you or you can request we donate the product to rescue.
  4. If you are sending back any other product that has been used and/or dirty, the same rules apply as in s.3.
  5. As above, aggression will not be tolerated.

Notify us within 14 days of your intention to return the product, and return it within 30 days.

Maximum postage refund is £3.95.

Include your name, address, and order number in your return note. If a replacement is needed, provide those details as well. Failure to provide complete information may cause delays in addressing your concerns.

Any parcels without any note at all will not be dealt with until you contact us.

Please note that bespoke items ordered over the phone and not listed on our website cannot be refunded unless deemed faulty.

For alterations to a product, you are responsible for the cost of time and return postage. Alteration charges are based on an hourly rate of £40.00, with a minimum charge of £10.00, plus postage.

Faulty, used product

If returning a faulty used product, promptly send a clear photo of the damage first.

Return address

Include details of your order, name, address, order number and reason for return.

Return Address:
Meg Heath UK Ltd
The Old Kennels
1 Metheringham Heath, Nocton, Lincoln. LN4 2AJ.

  1. Pre-Purchase Advice
    It is possible to change your mind about a purchase; however, certain items do not qualify for refunds. Please review the excerpt from The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for information on bespoke items and refund eligibility.
  2. Product Advice and Fitting
    We strive to provide accurate advice based on available information, but refunds or replacements are subject to our terms and conditions in case of any discrepancies.
  3. Non-Website Orders
    Terms and conditions apply to all transactions, whether conducted via phone, email, in-person, or our website.
  4. Faulty Items
    For faulty items, including bespoke ones, please contact us. We will refund return postage up to £3.95. Please note that we do not refund used, chewed or frayed leads, but we offer repair services where appropriate.
  5. Incorrectly Measured Products
    Handmade products are non-refundable if custom-made. Alterations may be possible, and we’ll assist if feasible.
  6. Assumed Size Errors
    If you order a product with incorrect assumed sizing, we are happy to exchange it as long as they are un used. Customers are responsible for return postage.
  7. Webbing Variations
    Colours may vary due to screen differences. For clarity, ask for a sample or further clarification.
  8. Webbing Choice
    We use our judgment to select webbing. Preferences are accommodated if specified during ordering.
  9. Unwanted Items
    Return unwanted, unused items at your expense. Items made to measure cannot be returned.
  10. Unwanted Custom Items before delivery
    Partial refund if custom made item production hasn’t started, refund depends on work that may have gone into preparing your order. No refund once production has begun or item is shipped, except for faults.
  11. Alterations
    Alterations are charged at £40 per hour or part thereof, with a minimum £10 charge plus postage. Exceptions apply if measurement errors are ours.
  12. 1-Year Guarantee
    Our guarantee covers stitching breakages, faulty metal/plastic fittings. It excludes chewing, neglect, misuse, and non-compliance with care instructions.
  13. Problem-Solving Products
    Products solving specific issues (headcollars, harnesses) lack guarantees due to individual variations. Refunds for perceived ineffectiveness are not granted.
  14. Cut Resistant Range
    Introduced in April 2021, this range requires care for longevity.

Your satisfaction is important to us, and we strive to address any concerns professionally and transparently.