Refund & Returns Policy
Last updated: 5 August 2026
Your statutory right: 14-day cooling-off period
Under the Consumer Contracts Regulations 2013, you have 14 calendar days from the day you receive the launcher to cancel your order, no reason needed. Just email us within that window and we'll take it from there.
Our commercial window: 30 days
On top of your statutory right, we accept returns for up to 30 days from delivery. Dogs need time to take to a new machine — a fortnight sometimes isn't enough to know, so we've made the window longer. The return must include the complete product: the launcher, the three ETPU balls, the USB cable and, ideally, the original packaging.
How to return: email first, always
- Email contact@dog-ball-launcher.co.uk with your order number and a line on why it's coming back (it helps us improve; it won't be used to argue with you).
- We reply within 24–48 working hours with confirmation and the return address. Please don't post anything before you have it — the return address is communicated by email, and unannounced parcels can't be processed.
- Post the complete product back. We recommend a tracked service, since the parcel is your responsibility until it reaches us.
- We refund you to your original payment method within 14 days of receiving the return.
Who pays return postage
Return postage is at your cost, unless the product is faulty or not as described — in that case, the return is on us and we'll tell you how it's covered when you email.
Faulty or misdescribed product: your legal guarantees
Under the Consumer Rights Act 2015, the launcher must be of satisfactory quality, fit for purpose, as described, and reasonably durable. If it isn't, your legal remedies apply — including, depending on timing, the short-term right to reject, repair or replacement, or a refund. These rights are separate from our 30-day window and are not limited by it. If your launcher develops a fault, email us with a description and a short video if possible, and we'll sort it out.
The fine print, kept short
We can reduce or refuse a refund if the product comes back with damage beyond what's needed to inspect and try it — chewed housings, missing balls, water damage beyond normal garden use, or a unit that's been opened up. Normal signs of a dog having played with it are expected and fine.
Nothing in this policy limits your statutory rights as a UK consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Questions? See our contact page or the full Terms of Sale.