If something isn't right, you have 14 days from delivery to let us know, and a further 14 days to send it back. Items should come back unused and in their original condition — we understand dogs have opinions, but we can only accept returns that haven't met one yet.
To start a return, email becsapothecary@gmail.com with your order number. We'll confirm the return address and next steps.
Refunds are issued to your original payment method once the item is back with us and checked, typically within 5 working days. Return postage is the customer's responsibility unless the item arrived faulty or incorrect — in which case it's on us, obviously.
A few things we can't take back for hygiene reasons once used: anything that goes in a mouth (bowls after use, toys, treats). Faulty items are always covered regardless.
*Nothing here affects your statutory rights under UK consumer law.*
Privacy
Bec & Call collects only what it needs to send you a dog collar and talk to you about it: your name, delivery address, email, and order details. Payment is handled by our payment provider — we never see or store your card number.
We use this information to fulfil orders, provide support, and (if you opt in) send occasional email. We share it only with the services that make the shop run — our commerce platform (Shopify), email tool, and analytics — and never sell it to anyone.
You can ask us what we hold, correct it, or have it deleted at any time:
becsapothecary@gmail.com. We keep order records as long as tax and accounting rules require,
then remove them.
*Handled in line with UK GDPR.*
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, so that we can evaluate the issue and make it right.
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.
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.