Returns Policy

Returns Policy

We offer a Muddy good returns policy! Returns are FREE from anywhere in the UK. If you are not 100% happy with your purchase, just send the item back to us within 30 days from the date of receipt. Depending on your preferences and stock levels, we'll either exchange it or give you a full refund, as long as the item is unworn, with the original tags still attached, and in its original packaging.

We do ask that you take the time to complete the returns section on your dispatch form with your reason code for each item. It helps us to better design and plan our products for you if we know if it was a little too big, a little too small, or you just hated the colour. Needless to say, we want to know where we might have let you down or if you just needed to make sure you got the right fit.

A little bit of fine print on your return. Muddy Puddles is not liable for any returns until they reach our warehouse. Returning items is at the risk of the customer. We recommend obtaining a proof of postage from the Post Office which is a free service when posting items back to us. This does not affect your statutory rights as a consumer.

UK RETURNS

Send by Royal Mail using the packing label included with your original order. For your convenience, the mailing address is as follows:

Muddy Puddles
UK RETURNS
Woodview Road
Paignton
TQ4 7SR


INTERNATIONAL RETURNS

We are sorry to say that we don’t offer free returns for our international customers. However, if you do wish to return your items, please prepare your package with your original dispatch note and send via your preferred carrier. We will process your return upon receipt and provide you with your refund or process an exchange. Again, for your convenience, the mailing address is as follows (with a slightly different care of address line):

Muddy Puddles
INTERNATIONAL RETURNS
Woodview Road
Paignton
TQ4 7SR

If you have any questions or problems with preparing your return, feel free to send a note to customerservices@muddypuddles.com, and a member of our team will assist you.

DID WE MENTION OUR MUDDY ONE YEAR QUALITY GUARANTEE?

We take a great deal of pride in the quality of our products and offer our customers a one-year quality guarantee on all Muddy Puddles branded items. If for some reason we have failed to meet your quality expectations, we will exchange your item or give you a credit equal to the value of your original purchase. However, if your dog eats it, a sibling uses it to create a modern art masterpiece, or your Muddy Puddler rips their jacket on a fence, we are afraid that doesn’t count.

We offer this guarantee in good faith, so we do reserve the right to review quality return requests on a case by case basis. If you would like to request an exchange or refund under our Muddy One-Year policy, please contact our customer support team at customerservices@muddypuddles.com for assistance.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

We try to process returns as quickly as possible, but it can take up to 14 days when we're very busy, so please bear with us.

WHAT IF I BOUGHT A MUDDY PUDDLES ITEM FROM ANOTHER COMPANY?

If you have chosen to purchase your Muddy Puddles item(s) from one of our stockists (online or in store), you will need to check their individual returns policy for a refund or return. While we are always happy to help a Muddy customer, in this case you are going to have to deal with the stockist directly for any returns or exchanges.

What happens if I change my mind about an item or they don’t fit?

 

No problem. As long as the product has not been used or damaged and still has the tags attached then just send the item back to us using our Freepost returns address. Please fill in the returns form which is on the back of your delivery note letting us know if you would like an exchange or a refund and enclose it in the parcel with your returned goods.

I am going on holiday and I really don’t have the opportunity to sort my return before I go, would it be possible to return as soon as I get back although this would take me over your 30 day returns timescale?

 

Yes of course, that is absolutely fine, we understand how busy things get just before a holiday and will be happy to process it for you upon your return.

If I want to exchange an item do I have to pay for postage again for my replacement item to be sent to me?

 

No you only pay once for your postage, exchange items will be sent to you at our cost (UK mainland delivery addresses only)

Can I return goods if I have removed the tags?

 

I am afraid not, goods need to be returned to us with these attached

What if I want to exchange my item for something cheaper or more expensive?

 

If it is cheaper we will refund the difference onto your original method of payment and if it’s more expensive we will ask for extra payment

I have lost the original returns paperwork, what can I do?

 

That’s no problem if you could just pop a note in with your returned goods with as much information as possible we will sort that out for you. If you could put a phone number on your note if we need further information we will give you a call

If we are informed within 7 days of receipt that you wish to return the full order, any postage costs charged will also be refunded, under the distance selling regulations. For returns received after 7 days the full value of the goods shall be refunded, but postage charges shall not be reimbursed.

For more information about distance selling regulationsvisit here.

© 2019 Muddy Puddles. All Rights Reserved. Registered in England & Wales. Company no. 04686418