Returns & Cancellations

Last updated: 10 August 2026

1. The short version

• You have 14 days from receiving your order to tell us you've changed your mind, for any reason at all.
• You then have a further 14 days to send the goods back.
• We refund what you paid, including the standard delivery you paid us, within 14 days of getting the goods back.
• If something is faulty, damaged or not what you ordered, we cover everything — you're never out of pocket.
• We're a small volunteer-run charity. Email us and we'll sort it out.

2. Changing your mind

Because you're buying online without seeing the item first, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 14-day cooling-off period. You don't need a reason.

The 14 days run from the day after you receive the goods. If your order arrives in more than one parcel, it runs from the day after the last item arrives.

To cancel, just tell us before the 14 days are up. Any of these is fine:

• Email shop@malamutematters.co.uk — the quickest way;
• use the cancellation form at the bottom of this page;
• write to us at the address in section 11.

Please include your order reference so we can find your payment. Simply sending the parcel back without telling us also works, but it's slower and harder for us to match up.

3. Sending something back

Once you've told us you're cancelling, please send the goods back within 14 days to:

Malamute Matters Limited, 35 Holly Bank Road, Brighouse, West Yorkshire HD6 3JF

Who pays the return postage: You pay the cost of returning the goods to us.

Please get a free proof of postage from the Post Office. Until the parcel reaches us it's your responsibility, and proof of posting protects you if it goes astray.

You're welcome to open the parcel and check the item, just as you would in a shop. But if it comes back showing more handling than that — a hoodie that's been worn, a mug that's been used — we may reduce your refund to reflect the loss in value.

4. Refunds

We'll refund you within 14 days of receiving the goods back, or of you showing us proof you've sent them, whichever is sooner.

• Refunds go back to the same PayPal account or card you paid with. We can't refund to a different account.
• We refund the standard delivery charge you paid us on the way out. If you chose a faster or upgraded service, we refund the standard rate only.
• If you return only part of an order, we refund those items but not the delivery.

5. Faulty, damaged or wrong items

This is separate from changing your mind, and your rights are stronger. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality.

• Within 30 days of delivery you can reject a faulty item and get a full refund.
• After 30 days we'll repair or replace it. If that doesn't fix things, you can claim a refund.
• We pay the return postage on anything faulty, damaged or sent in error, and we refund your original delivery charge in full.

Email shop@malamutematters.co.uk with your order reference and a photo if you can — it usually saves a round of questions.

6. Things that can't be returned

The 14-day change-of-mind right doesn't apply to a few things:

• Personalised or made-to-order items — anything printed or engraved specially for you.
• Dog treats and other food, once the packaging has been opened, for hygiene reasons.
• Sealed items opened after delivery where returning them isn't hygienic.

None of this affects your rights if an item is faulty — those apply to everything we sell.

7. Delivery and pre-orders

UK delivery is £3.95, free once you spend £40 on items we post. We only post within the UK. If you're overseas and would like something, email us and we'll quote postage before you pay. Calendar sponsorship packages are advertising rather than goods, so nothing is posted for them and no delivery charge applies.

We aim to dispatch within 3 working days. We're all volunteers, so please allow a little longer around busy periods — and do chase us if something seems to have got lost, because occasionally it has.

Pre-orders, such as the 2027 calendar, are dispatched when stock arrives — the expected month is shown on the product. You can cancel a pre-order at any time before it ships for a full refund, and your 14-day cooling-off period still starts when it arrives.

8. Calendar entries and sponsorship

Photo entries (£1 per image) are entry fees to a fundraising competition rather than goods, so they aren't refundable once the photo has been entered. If you enter by mistake or pay twice, tell us and we'll put it right.

Business sponsorship packages can be cancelled for a full refund at any time before the calendar goes to print. Once printed, we can't unprint it — but please talk to us if something has gone wrong.

9. Donations

Donations are gifts, not purchases, so the cancellation rules above don't apply to them. That said, if you've donated by mistake, entered the wrong amount, or your circumstances have changed, please just ask — we would far rather return a donation than keep money somebody can't afford to give. Contact us within a reasonable time and we'll refund it.

If you asked us to claim Gift Aid and then stop being a UK taxpayer, please let us know so we can stop claiming it.

10. Cancellation form

You don't have to use this — an email saying you'd like to cancel is just as valid — but you're welcome to copy it, fill it in and send it to us.

11. Contact us

Email: shop@malamutematters.co.uk
Post: Malamute Matters Limited, 35 Holly Bank Road, Brighouse, West Yorkshire HD6 3JF

We're a volunteer-run charity, so please allow up to 48 hours for a reply. Nothing on this page affects your statutory rights. If we can't resolve something between us, you can get free advice from Citizens Advice.