Refunds

Most refund arguments happen because nobody wrote the rule down at the start. So here it is, in advance, in the plainest words we can find.

The short version

If we cannot deliver the puppy you paid for, you get all of your money back, deposit included. If you change your mind, the deposit stays with us but moves to another puppy. Everything below is the detail behind those two sentences.

Deposits

A deposit reserves one named puppy. From the moment it is paid, that puppy comes off the available list and we stop answering other families about it. That is what the deposit buys, and it is why it is not refundable.

A deposit can be transferred to a different puppy but not to a different buyer, and it cannot be exchanged for cash.

If you change your mind

Tell us as early as you can. Nobody is going to be difficult with you about it, and an early call means the puppy finds its home sooner.

Anything you have paid beyond the deposit is refunded in full. The deposit itself stays with us and can be moved as described above. If you have already paid a delivery cost and travel has not yet been booked, that comes back to you as well.

If we cannot complete the sale

Sometimes a sale cannot go ahead from our side. A puppy becomes unwell, a vet advises against travel, or something happens in the litter that we did not foresee.

In that case you receive a full refund of everything you have paid, including the deposit and any delivery cost, or you can move it all to another puppy, whichever you prefer. We will also tell you plainly what happened. We are not going to hold a deposit against a puppy we could not hand over.

Health related refunds

If a vet diagnoses a covered hereditary or congenital condition within the guarantee year, the Health Policy sets out what happens. In short: you choose between a refund of the purchase price and a replacement puppy, and in either case you are not asked to give the dog back.

That route depends on the vet examination within 72 hours of collection having happened, and on vaccinations and worming having been kept current. Those conditions are on the Health Policy page and are worth reading before collection day rather than after.

Veterinary bills are not refunded. Those remain the owner’s responsibility, which is the normal position and one reason we suggest insuring the puppy from day one.

Delivery costs

Delivery is quoted and paid separately from the puppy. If travel has not been booked yet, it is refunded in full. Once a flight, a courier or a crate has been paid for on your behalf, we can only return what we are able to recover from the airline or the courier, and we will show you what that was.

If we move a flight ourselves because of weather or a welfare concern, any cost of that change is ours, not yours.

How to request a refund

Email us at info@chrisbethanybassets.ltd, or call, and follow up in writing so both of us have a record. Tell us which puppy, what was paid and when, and what has changed. If the request is health related, include your vet’s written diagnosis.

We answer within two working days, and approved refunds are returned to the method you paid by within ten business days. If anything is going to take longer than that, we will tell you rather than go quiet on you.

What we cannot refund

• Deposits, where you have chosen not to go ahead. They transfer instead
• Travel costs already spent with an airline or courier and not recoverable
• Veterinary fees, food, insurance or equipment
• A puppy returned because of behaviour, size, coat or colour rather than health. We will always help you rehome through us instead, and we will take the dog back rather than see it go to a shelter