Last updated: 27 September 2026

At The Ringo Pack, we want you to be happy with your order. If something has gone wrong, please contact us and we will do our best to help.

Our store offers standard products, personalised gifts and pet accessories. Products may be fulfilled through Printful, Universal POD or our trusted Shopify Collective suppliers.

Your cancellation and return rights depend on the type of product purchased. Standard products and personalised products may have different return arrangements, as explained below.

Standard, Non-Personalised Products

If you are a UK consumer purchasing a standard, non-personalised product online, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days of receiving your goods. After notifying us, you normally have a further 14 days to return the goods.

To exercise your right to cancel, email hello@theringopack.store with your name, order number and a clear statement that you wish to cancel your order.

Please contact us before returning anything so that we can provide the appropriate return instructions.

Unless the goods are faulty, damaged, incorrect or not as described, you will normally be responsible for the cost of returning them.

You may inspect an item as you reasonably would in a shop. We may make a deduction from a refund if the value of the goods has been reduced as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Shopify Collective Products – Extended Returns

Selected pet accessories, including BTactical dog harnesses, collars and leads, are supplied and dispatched by our Shopify Collective partners.

BTactical products are eligible for a 30-day returns window from delivery.

To request a return, please contact us at hello@theringopack.store with your order number.

We will coordinate the return with the supplier and provide the appropriate instructions and return label where applicable.

Please do not return products directly to the supplier without contacting us first.

Items may be inspected or tried on as reasonably necessary to establish their fit and suitability. Excessive handling or use that reduces their value may result in a deduction from the refund where permitted by law.

For BTactical returns, the supplier provides the return label without a label fee or restocking fee.

Other Shopify Collective suppliers may have different extended returns arrangements. Any applicable additional return conditions will be communicated on the relevant product page.

Your statutory cancellation and consumer rights remain unaffected by these arrangements.

Personalised or Custom-Made Products

The statutory right to cancel for a change of mind does not normally apply to goods that have been made to your specifications or clearly personalised.

This may include products created using your pet's photograph, name, personalised wording or other custom information supplied or selected specifically for your order.

Please check all photographs, names, wording, sizes, colours and other personalisation details carefully before placing your order.

This exception does not affect your rights if a personalised product is faulty, damaged, incorrect or not as described.

Faulty, Damaged, Misprinted or Incorrect Items

If your order arrives faulty, damaged, misprinted, incorrect or not as described, please contact us as soon as possible at hello@theringopack.store

Please include: 

• your order number;
• a brief description of the problem; and
• clear photographs showing the item and the issue where appropriate.

Once we have reviewed the problem, we will explain the available resolution. Depending on the circumstances and your statutory rights, this may include a replacement, repair, refund or other appropriate remedy.

Nothing in this policy limits or excludes your rights under UK consumer law.

Wrong Size, Colour or Product Ordered

Please check product descriptions, colour options, size guides and your order details carefully before purchasing.

For standard, non-personalised products, your statutory cancellation rights described above may apply if you change your mind or order the wrong size, colour or product.

For personalised or custom-made products, we may be unable to accept a return or provide a refund where the product was made correctly according to the information or options you supplied.

If you are unsure about sizing or another product option before ordering, please contact us and we will be happy to help.

Cancelling or Changing an Order Before Dispatch

If you need to change or cancel an order, please contact us as soon as possible at hello@theringopack.store.

We will try to help where possible. However, personalised products can enter production quickly, and once production has started we may be unable to change or cancel a personalised order.

This does not affect any statutory cancellation rights that apply to standard, non-personalised products.

Returning an Item

Please contact us before sending an item back.

If a return is required, we will provide the appropriate return instructions. Please do not automatically return an item to the address shown on the original parcel, as this may be a fulfilment facility rather than the correct returns address.

Where an item is faulty, damaged, incorrect or not as described and a return is required, we will explain the appropriate return arrangements.

For products dispatched by Shopify Collective suppliers, returns may be handled directly by the relevant supplier. The Ringo Pack remains your point of contact and will coordinate the return process on your behalf.

If an order contains products from different suppliers, separate return arrangements may be required.

Refunds

Where a refund is due following cancellation of a standard, non-personalised online purchase, we will process it in accordance with your statutory rights.

This normally means that a refund will be made within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is applicable.

Where required by law, the refund will also include the cost of the least expensive standard delivery method offered for the original order. Any additional amount paid for a more expensive delivery option does not normally have to be refunded.

Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.

Your bank, card provider or payment service may take additional time to show the refund in your account after we have processed it.

Your UK Consumer Rights

Nothing in this Returns & Refund Policy affects your statutory rights.

Goods supplied by The Ringo Pack must meet the requirements of applicable UK consumer law, including being as described, of satisfactory quality and fit for purpose where applicable.

Statutory rights relating to faulty goods are separate from the change-of-mind cancellation rights described above.

Contact Us

If you have a question about a cancellation, return, refund, damaged item or order problem, please contact:

The Ringo Pack
Email: hello@theringopack.store

We aim to respond within one working day.