Returns Policy

This policy covers products bought from the Lady & Hooch shop by customers in the UK. The shop is run by LSR Solutions, Inc., 2261 Market Street STE 71857, San Francisco, CA 94114, United States. It doesn’t affect your legal rights. Service bookings and the Plus subscription work differently; see the last two sections.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order for any reason within 14 days of the day you receive it. If your order arrives in more than one parcel, the 14 days start when the last one arrives.

You can also cancel before your order is delivered. If you cancel before we’ve sent your order, we won’t send the items you cancel, so there’s nothing to send back. If it’s already on its way, send the items back once they arrive.

Tell us you’re cancelling in whichever way suits you:

• In the app: go to Profile › Orders, open the order and tap Return items. Choose the items, choose “Changed my mind” and whether you’ll use our label or post them yourself. Return items appears once your order has been sent; if you don’t see it, email us instead.
• By email: email contact@lsrsolutions.one with your name, the email address you ordered with, your order number (you’ll find it in the app under Profile › Orders) and which items you’re returning.
• By post: write to LSR Solutions, Inc., 2261 Market Street STE 71857, San Francisco, CA 94114, United States, with the same details. This address is for letters only, so please don’t send items to it (see Sending items back).

Any clear statement that you’re cancelling will do. You can use the form below, but you don’t have to.

Send the items back within 14 days of telling us you’re cancelling. Within 2 working days of your request, we’ll send you a return label or, if you’d rather post the items yourself, email you the address to send them to. We don’t publish our return address.

Who pays for postage

• Faulty, damaged or wrong items: we do. Our return label is free, or if you post the items yourself, we refund your postage.
• Changed your mind: you do. Use our label and £3.49 comes off your refund, or post the items yourself and pay the postage, and nothing comes off your refund.
• Items missing from your parcel: there’s nothing to send back.

Sending your parcel

• With our label: you’ll find it on your order in the app, under Profile › Orders. Print it, stick it on the parcel and drop it off at the carrier’s drop-off point (for Royal Mail, any Post Office). No printer? Email contact@lsrsolutions.one and we’ll arrange another way.
• Posting it yourself: send it to the address we email you. We recommend a tracked service. If an item is faulty, damaged or wrong, email us your postage receipt so we can refund your postage.
• Pack the items carefully so they aren’t damaged on the way, and put your order number inside.
• Keep your proof of postage. In the app, tap I’ve posted it on your order (you can add the tracking reference); if you cancelled by email or post, email it to us instead.

• We refund you within 14 days of the items arriving back with us, or of you giving us proof of postage, whichever is sooner. If there’s nothing to send back, because you cancelled before we sent your order or an item was missing, we refund you within 14 days of you telling us.
• We refund the price of the items you return. We also refund the standard delivery charge you paid if you cancel your whole order, or if an item is faulty, damaged, wrong or missing.
• If you’ve changed your mind and used our return label, £3.49 comes off your refund. If the items you’re sending back cost £3.49 or less and it isn’t your whole order, that leaves nothing to refund, so you may prefer to post them yourself.
• Refunds go back to the card you paid with and usually show within 5 to 10 working days of us issuing them.
• The law lets us take something off your refund if an item has lost value because you handled it more than you would need to in a shop to see what it’s like and whether it works. For now, we don’t make this deduction. It never applies to faulty, damaged or wrong items.

For health and hygiene reasons, you can’t cancel for sealed items once you’ve unsealed them, such as food, treats, chews and grooming products. The right to cancel also doesn’t cover items that go off quickly or that were made or personalised to your specification.

Faulty items are always covered, as explained next.

Under the Consumer Rights Act 2015, everything we sell must be as described, of satisfactory quality and fit for purpose. If it isn’t:

• within 30 days of delivery, you can reject it for a full refund;
• after 30 days, we’ll repair or replace it, and if that doesn’t work you can have a refund (which may be reduced for the use you’ve had after six months);
• a fault that shows within six months of delivery is assumed to have been there from the start.

If something arrives faulty or damaged, or isn’t what you ordered, tell us as soon as you can. In the app, go to Profile › Orders, open the order and tap Return items (you can do this up to 30 days after delivery), or email contact@lsrsolutions.one at any time, with photos if possible. We’ll send you a free return label, or if you’d rather post it yourself, we’ll refund your postage. We also refund your delivery charge.

If something’s missing from your parcel, tell us the same way. There’s nothing to send back, and we’ll refund the missing item and your delivery charge.

Bookings with walkers, groomers, trainers and other businesses aren’t shop orders. You get a full refund if the business declines, cancels or doesn’t answer your request before it’s due to start, if you cancel a request before it’s accepted, or if you cancel a confirmed booking at least 24 hours before it starts. The details are in our Terms of Use.

Plus is bought and billed through Apple, so Apple handles refunds under its own policies. You can ask for one at reportaproblem.apple.com and cancel any time in your Apple ID settings.

Questions about a return or refund? Email contact@lsrsolutions.one or write to LSR Solutions, Inc., 2261 Market Street STE 71857, San Francisco, CA 94114, United States. Please don’t send items to that address; we’ll give you the return address when you send something back.