Effective Date: 31.12.2024

We want every customer to be happy with their order. However, due to the nature of the products we offer—particularly personalized items—it’s important to understand our return and refund terms.
🔁 Items Eligible for Return

We accept returns only for non-personalized items purchased through our shop, such as:

Lanyards

Card holders

Blank dog tags (non-customized)

Any other generic accessories not customized with personal information

To qualify for a return:

The item must be unused and in its original condition.

You must contact us within 14 days of receiving your order.

Return postage is the responsibility of the customer unless the item is faulty.

❌ No Returns on Personalized Items

Customized or personalized items are non-refundable and non-returnable. This includes but is not limited to:

Assistance Dog ID Cards

QR/NFC Dog Tags

Items with your dog’s name, handler details, or photo

Any product made to order based on form submissions

This is standard across all personalized product businesses and ensures fairness and quality control.
⚠️ Customer Responsibility for Submitted Details

Please double-check all information when filling out forms for personalized products. This includes:

Dog’s name

Handler’s name

Contact info

Profile photo

Any medical or legal notes

If incorrect details were provided by the customer during the order process, we cannot issue a refund or accept a return.

If you notice an error shortly after submitting your order, please contact us immediately at [email protected] and we will try to stop the production process if possible.
📦 Return Address

💻 Online Profiles & Digital Services (No Refunds)

Our online assistance dog profiles and memberships are digital services that provide immediate access to our voluntary registry platform.

Monthly Online Profile – Trial Period

Monthly online profiles include a 14-day trial period for £2.95

Users may cancel their subscription during the trial period via their online account

The £2.95 trial fee is non-refundable

After the Trial Period

Once the trial period ends and the subscription becomes active, no refunds are provided

This applies even if the service is cancelled shortly after the trial ends

Annual / Yearly Online Profiles

Annual online profile subscriptions are non-refundable once activated

Refunds are not issued for:

Change of mind

Misunderstanding the voluntary nature of the registry

Disputes with landlords, businesses, or third parties

Failure to cancel before renewal

Purchasing an online profile does not include physical items unless explicitly stated at checkout.

If you are eligible for a return, please post the item to:

Assistance Dog Registry
9 Coolnagard Avenue
Omagh, BT78 1GA
United Kingdom

If you have any questions about this policy, please email us before placing your order. We're here to help ensure you’re confident and informed.