Refund and returns policy

Last updated: 2 May 2026

We’ve built our launcher for small and medium UK breeds. We’re confident it’ll work for most dogs in that bracket — but not for every dog. That’s why we offer two layers of protection on every order.

Layer 1: 14-day statutory cooling-off period

Under the Consumer Contracts Regulations 2013, you have 14 calendar days from the day you receive your launcher to change your mind, no reason needed. To cancel, email contact@dog-ball-launcher.co.uk within 14 days.

The launcher must be returned in its original condition. We’ll refund the full purchase price within 14 days of receiving the goods back.

Layer 2: 30-day money-back guarantee (extension beyond your statutory rights)

In addition, we offer a 30-day no-questions-asked money-back guarantee. This goes beyond your legal cooling-off period and is designed for owners who need real time to know whether their dog takes to the launcher.

How it works:

1. Use the launcher with your dog for up to 30 days from delivery
2. If your dog isn’t into it (it happens — about 4% of beta testers), email us
3. We send you a free prepaid Royal Mail Tracked return label
4. You ship the launcher back (used is fine, as long as it still works mechanically)
5. We refund the full purchase price within 7 working days of receiving the unit

No restocking fee. No deductions. Full refund to the original payment method.

What you need to return

To process either type of return, please ship back:

• The launcher itself (working order, no major physical damage)
• The 3 mini balls that came with it
• The USB-C cable
• The product manual (recommended)

Original packaging is appreciated but not required.

Refund timeline

Once we receive your return:

• We inspect the unit (1-2 working days)
• We trigger the refund through Stripe
• Your bank shows the refund within 3-7 working days, depending on your card issuer

Total: usually 7-10 working days from the moment you ship the launcher.

What’s not eligible

The following are excluded from both the statutory cooling-off period and the 30-day guarantee:

• Physical damage from misuse: chewed beyond use, dropped from height, immersed in water beyond normal outdoor use
• Customer-modified units: opened up, internal parts swapped, firmware tampered with
• Returns initiated after the 30-day window (the 14-day statutory window is excluded only after damage; otherwise you may still be covered by the 2-year warranty for faults)

Faulty product? Use the warranty, not the refund policy

If your launcher develops a fault within 2 years, you don’t need to use this refund policy — use the 2-year warranty instead. We send a replacement within 48 hours, free of charge.

Your statutory rights

Nothing in this policy limits your statutory rights as a UK consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. The 30-day money-back guarantee is offered on top of those rights, never as a replacement.

Questions

Email contact@dog-ball-launcher.co.uk with your order number and we’ll guide you through the return.