Refund policy
Returns & Refund Policy — Dog Desires
Last updated: 31/08/25
At Dog Desires, we sell one thing: a ball that gives your dog something to chase when nothing else in the house moves back. Most dogs work it out in the first thirty seconds. Some take longer, nervous dogs, senior dogs, and dogs who have never met a toy that moves on its own often need a few short sessions before it clicks.
That's why we ask you to give it a fair run before you decide. Fourteen days is usually enough. If it still isn't right for your dog after that, we'll take it back.
Nothing in this policy takes away your legal rights as a consumer. Everything below is either a restatement of those rights, or something extra we're offering on top of them.
Your 14-day right to cancel
If you're in the UK, you have a legal right to cancel your order for any reason, you don't have to give one, within 14 days of the day you receive it.
To cancel, email us at support@dogdesires.com with your order number, or the name and email address used to place the order. You can also use the form on our Contact Us page.
Once you've told us you're cancelling, send the item back to us within 14 days. We'll refund you within 14 days of receiving it back, to the original payment method. Your refund will include the standard delivery cost you paid on the way out. If you chose an upgraded delivery option, we'll refund up to the cost of our standard service.
Return postage for a cancellation is covered by us.
Under this right, the item should come back in the condition you'd expect if you'd handled it in a shop. You're welcome to charge it, switch it on and see how your dog reacts, but if it comes back visibly chewed or heavily used, we may reduce the refund to reflect that. If you want to give it a proper trial with your dog, use the 60-day guarantee below instead. That's what it's for.
Our 60-day guarantee
The 14-day right above is the legal minimum. Our guarantee goes further, and it's designed around how dogs actually work.
If your dog isn't interested, or it just doesn't fit your household, contact us within 60 days of delivery and we'll refund you. Used is fine. Chewed is fine. We'd rather you found that out than left it in a drawer.
We do ask that you've given it at least 14 days first. Not as a condition of the refund — as a favor to your dog. A surprising number of dogs ignore it on day one and won't leave it alone by day five.
To claim, email support@dogdesires.com with your order number, or the name and email address on the order. Tell us briefly what happened — what your dog did or didn't do. That feedback is genuinely useful to us and it isn't a hurdle you have to clear.
- Return postage under the guarantee is covered by us.
- We'll process your refund within 7 working days of receiving the item back.
This guarantee sits alongside your statutory rights. It doesn't replace them, and using it never removes them.
Changing or cancelling an order before it ships
If you need to change or cancel an order before dispatch, email us within 24 hours of placing it and we'll do our best. After that the order has usually entered processing and we may not be able to stop it.
If we can't catch it in time, that's not the end of it, your 14-day cancellation right and our 60-day guarantee both still apply once the order arrives. You will not be stuck with something you didn't want.
Refunds on pre-dispatch cancellations are processed within 7 working days.
Faulty items
If the ball is faulty, the shell splits under normal play, or it stops working as it should, tell us and we'll put it right.
- Within 60 days of delivery, you can reject a faulty item and get a full refund.
- After 60 days, we'll repair or replace it. If that isn't possible, we'll refund you.
Email support@dogdesires.com with your order number and a short description of the fault. A photo or a few seconds of video helps us diagnose it quickly, but it isn't a condition of your claim. We cover return postage on faulty items.
This doesn't cover damage from misuse, or a shell destroyed by a determined power chewer — the Wicked Ball Air is chew-resistant, not chew-proof, and we say so on the product page for exactly this reason. If you're unsure which side of the line your situation falls on, email us and ask. We'd rather look at it than have you guess.
Items damaged in transit
If your order arrives damaged, please tell us within 72 hours of delivery so we can raise it with the courier while the claim window is open. Email support@dogdesires.com with your order number and a clear photo of the damage, and we'll send a replacement at no cost to you.
If you spot it later than that, still get in touch. Missing the 72 hours makes the courier claim harder for us; it doesn't remove your rights.
Packaging that arrives dented or scuffed with the product intact inside isn't damage for these purposes — it's a box that did its job.
Delivery, delays and missing parcels
Your order is our responsibility until it's delivered to you. If it doesn't arrive, arrives late, or goes missing in transit, contact us — not the courier. We'll chase it, and if it can't be found we'll resend or refund.
We can't control courier delays, weather, or customs, and we don't promise delivery dates we can't keep. But a parcel that never turns up is our problem to solve, not yours.
Incorrect delivery addresses
Please double-check your address at checkout. If something's wrong, email us within 24 hours and we'll correct it before dispatch.
If an order is delivered to an incorrect address supplied by you and can't be recovered, we're not able to resend or refund it. If it's returned to us undelivered, we'll resend it, you'll just need to cover the postage for the second attempt.
Returns address
Please don't send anything back before contacting us, as returns without a reference can be hard to match to an order. Once you've been in touch, we'll confirm the return address.
Changes to this policy
We may update this policy from time to time. The version that applies to your order is the one published at the time you placed it — later changes won't be applied retrospectively to purchases already made.
Contact
support@dogdesires.com Or use the form on our Contact Us page.