We want you to be completely satisfied with your purchase from DogBusiness.co.uk. This policy explains your legal rights and our approach to refunds for all digital products sold on this platform. Please read it carefully before making a purchase.
Questions? Contact us at [email protected]. We aim to respond within 2 business days.
1. Your Legal Right to Cancel — Instant Download Products
1.1 The 14-Day Cancellation Right
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day right to cancel a purchase of digital content without giving a reason, starting from the date of purchase. This right applies unless and until it is waived as described below.
1.2 Waiving Your Cancellation Right
Your 14-day cancellation right for instant download products is lost once the digital content has been accessed or downloaded, provided that at the point of purchase you:
(a) gave your prior express consent to the supply of the digital content beginning before the end of the 14-day cancellation period; and
(b) acknowledged that by giving that consent, your right to cancel would be lost.
At checkout, you will be asked to confirm both (a) and (b) by ticking a clearly labelled, unticked-by-default checkbox before completing your order. This is a required step. By ticking that checkbox and completing your purchase, you confirm your express consent and acknowledgement as described above.
1.3 Refunds After Download
Once you have accessed or downloaded the digital content, we do not offer refunds for instant download products, except:
- where the product does not conform to the implied terms of the Consumer Rights Act 2015 (see Section 7 below); or
- where you experience a genuine technical issue with your download (see Section 4 below).
1.4 Cancelling Before Download
If you have purchased an instant download product but have not yet accessed or downloaded the file, and you wish to cancel within the 14-day cancellation period, please contact us at [email protected] as soon as possible. We will process a full refund provided the file has not been accessed.
2. Your Legal Right to Cancel — Done-For-You (DFY) Products
2.1 What DFY Products Are
Done-For-You products are bespoke customisation services in which we personalise document templates with your business name, logo, colours, and contact details. DFY products are delivered within 7 business days of the commencement of work on your order (subject to the force majeure provisions in our Terms & Conditions).
2.2 The 14-Day Cancellation Right for DFY Products
Because DFY products are services rather than pre-made digital content, your 14-day cancellation right applies from the date of purchase and continues until we commence customisation work on your order. The relevant threshold is whether work has actually commenced — not the passage of any fixed time period.
We will send you an email notification when work on your order commences. Until you receive that notification, you retain your full 14-day cancellation right.
2.3 Cancelling Before Work Commences
To cancel a DFY order before work commences, please contact us at [email protected] as soon as possible with your order number and a request to cancel. We will confirm cancellation and process a full refund within 5 business days.
2.4 Requesting Early Commencement of Work
If you wish us to begin work on your DFY order immediately (before the 14-day cancellation period has expired), you must provide your express consent to early commencement. We will request this consent by email before starting work. By giving that consent, you acknowledge that your 14-day cancellation right will be lost once work begins.
2.5 After Work Has Commenced
Once we have commenced work on your personalised documents, your 14-day cancellation right is lost. No refund is available after work has commenced, except as required by your statutory rights under the Consumer Rights Act 2015 (see Section 7).
2.6 Revisions
If you are dissatisfied with the result of your DFY order, we will make reasonable revisions to ensure the documents meet the brief provided at the time of purchase. Please contact us at [email protected] within 7 days of delivery with details of the revisions required. We will complete reasonable revisions at no additional charge. Revisions that go beyond the original brief may be subject to an additional fee, which we will agree with you before proceeding.
3. Incorrect Purchase
If you accidentally purchased the wrong product and have not yet accessed or downloaded the file, please contact us at [email protected] within 24 hours of purchase with your order number and details of the product you intended to purchase. We will do our best to assist, which may include:
- exchanging the product for the correct one at no additional charge (where the prices are equivalent); or
- issuing a credit note for the value of the purchase to be applied to a future order.
We are unable to offer exchanges or credit notes where the file has been accessed or downloaded.
4. Technical Issues
If you experience a genuine technical problem with your download — for example, a corrupted file, an incomplete download, or an inability to access your purchased files through your account — please contact us at [email protected] within 14 days of purchase with:
- your order number or the email address used at checkout;
- a description of the technical issue you are experiencing; and
- details of the device and software you are using to access the file.
We will investigate promptly and will either:
- provide a replacement file or re-send the download link; or
- issue a full refund if we are unable to resolve the technical issue within a reasonable time.
We will not treat a request as a technical issue where the issue arises from the customer's own device, software, or internet connection, rather than from a fault in the file we have provided. Where there is doubt, we will work with you in good faith to identify the source of the issue.
5. How to Request a Refund
To request a refund or raise a concern about a purchase, please email us at [email protected] with the following information:
- your order number or the email address used at checkout;
- the product(s) you are requesting a refund for;
- the reason for your request; and
- any supporting information (e.g. screenshots of a technical issue).
We aim to respond to all refund requests within 2 business days. Where a refund is approved, we will process it to the original payment method within 5 business days of approval. Refunds are processed through Stripe and may take 3–10 business days to appear in your account depending on your card issuer.
6. Chargebacks
We ask that you contact us at [email protected] before initiating a chargeback with your card issuer. In most cases, we can resolve issues more quickly and with less disruption through our own refund process. Where a chargeback is initiated without prior contact, we reserve the right to provide our records (including the checkout consent confirmation) to your card issuer as evidence of the transaction.
7. Your Statutory Rights Under the Consumer Rights Act 2015
Nothing in this Refund Policy affects your statutory rights. Under the Consumer Rights Act 2015, digital content sold to consumers is subject to implied terms that it will be of satisfactory quality, fit for any particular purpose made known to us, and as described. These implied terms cannot be excluded or restricted by contract.
Where digital content does not conform to these implied terms, you may be entitled to the following remedies under the Consumer Rights Act 2015:
- Repair or replacement (section 43): we will repair or replace the digital content within a reasonable time and without significant inconvenience to you.
- Price reduction (section 44): where repair or replacement is not possible, or is not provided within a reasonable time, you may be entitled to a reduction in the price paid, up to a full refund.
To exercise these rights, please contact us at [email protected] with your order details and a description of how the product fails to conform to the implied terms. We will investigate and respond within 5 business days.
Important note regarding compliance claims: Our documents are described as compliant with specific UK legislation as at the date of publication stated on each document. Where a document materially fails to reflect the legislation it is described as addressing, this may constitute a failure to conform to the implied term of "as described" under section 36 of the Consumer Rights Act 2015. We take such concerns seriously and will investigate promptly.
8. Contact
For any refund-related questions or to raise a concern, please contact us at:
DogBusiness Ltd
Email: [email protected]
45 Manor Chase, Beddau RCT CF38 2JD
We are committed to resolving all issues fairly, promptly, and in accordance with your legal rights.
DogBusiness.co.uk — Refund Policy v2.0 — March 2026