Refund policy

We have a 30 day return policy for items purchased direct on our website.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

To start a return, please contact us at info@iconicpooch.com within 14 days of receiving your item. If your return is accepted, we will provide instructions of how and where to send your package. Your item must be returned to us within 30 days of you receiving it. You must obtain a receipt with a consignment number as proof of returns.

Customers are responsible for the cost of returns, unless the item is faulty or the incorrect item was sent (see Damages & Issues).

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. We will evaluate the issue and try to make it right.

If you are asked to return the item, you may be asked to cover the cost of returns. You must obtain a copy of the receipt as proof of the cost of returns and email it to us at info@iconicpooch.com. Upon received the item back, we will inspect it and, if it is confirmed to be defective, damaged or incorrect, your returns postage will be refunded to you in addition to either an item refund, or an exchange being dispatched at no charge.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@iconicpooch.com.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.