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Terms & Conditions

Christmas Gift Exchange Scheme
We are pleased to announce that all standard coats purchased from November 26th can be returned any time until January 10th for a size exchange. This is in addition to our 14 day money-back guarantee on new items.
So, if you have bought the wrong size coat, simply return it - unused and in new condition with any original tags or packaging - to exchange for another size.Please note, we cannot accept return of any coat which is not as-new. For this reason, we recommend that you cover the dog with a tea towel, pillowcase or similar when trying for size. Please see our Returns Policy for further information. If you wish to return an item for exchange, please email us for a returns number and returns form.
Please note that custom orders are excluded from the Christmas Exchange since they have been made to your specifications and are not suitable for us to resell. Please see Cancellation Policy below for more details.
Ordering
Order by website – visit www.countrymun.com
Order by telephone – call 0191 603 0440
Order by post – send your order in writing to: Country Mun, 50 Sunniside Lane, South Shields NE34 8DY
Order by email – send your order to sales@countrymun.com
Payments
We accept all major credit and debit cards. Your card will be charged for the full value of your order on despatch of goods.
We are happy to accept payment by cheque or postal order - please make payable to 'Country Mun.'
Delivery
We aim to provide the best delivery at the most reasonable price possible. We use Royal Mail first class Recorded for smaller/lightweight items and a tracked courier service for larger/heavier items. Where possible, goods are dispatched within 24 hours if in stock but please allow upto 14 days for delivery. If goods are out of stock and will take longer than 14 days to deliver we will let you know.
Delivery charges
Post and packing charges are calculated on the combined weight of your order - we then use the best method of delivery for that weight. Please note, our delivery charges include handling and the cost of our packaging materials. If you wish to check delivery costs before placing your order, once you are on the checkout page please scroll down and you will see a box headed "Estimate Delivery". Simply enter your postcode in the postcode box and click "Get a Quote". The post and packing charge will then be displayed below the "Get a Quote" box. If you are placing an order for more than one item, the system might overcalculate shipping costs due. If shipping cost is overcalculated, we will make a refund of excess postage to your payment method after despatch. Otherwise, please call us so we can correctly estimate postage - or we may be able to suggest a lower cost shipping option.
Prices
All prices are in £ sterling. All prices are correct at time of production. Due to circumstances beyond our control, prices may need to be altered on occasion but we will inform you prior to dispatch giving you the option to cancel if you wish. We strive to give you quality at the best possible prices
Availability
Stock is subject to availability. You will be informed if there will be a delay in stock availability. Some items, such as mudsuits and coats for larger dogs (above 30 inch) are made to order and you need to allow upto 14 days for despatch although we will fulfill your order as soon as possible.
Product Specifications
Every care has been taken to ensure that the product descriptions and specifications are correct. Variation in colour and materials used may occur to ensure speedy completion of order.
Measurements
Country Mun manufactured products are all individually made; as with all handmade items, there could be slight variations in measurements of the products.
Sizing
It is the customer’s responsibility to measure the dog accurately as per the instructions available on the website and to inform us of breed when placing their order.
Cancellation Policy
Customers have the right to cancel their order within 14 days. If your order has not been despatched we will be happy to cancel it for you. If your order has been despatched, you will need to return the goods. Once we receive your returned goods in accordance with our returns policy, we will be happy to refund you, excluding P & H charges, to the original method of payment. (Please allow up to 14 days for us to process the transaction). This cancellations policy complies with the Distance Selling Regulations 2000. Unfortunately, we cannot accept returns of custom-made items or special orders so it is vital that you give us correct measurements. We reserve the right to refuse returns which have clear signs of use - eg dog hairs, dirty marks, labels removed etc. At our discretion, we may accept returns with some dog hairs on the lining, but we will charge a cleaning fee of £5 since it is difficult to remove dog hairs from some of the items, particularly the thermal fleece. Unfortunately we can't accept returns which have a strong odour. Please make sure that you cover your dog with a tea towel or bath towel or similar when trying on garments. This prevents hairs etc from sticking to the garment. Please DO NOT remove any labels until you happy that the item is suitable. Special rules apply to books/DVDs/consumable products such as flea treatments, shampoo, polish etc. Unfortunately these cannot be returned if you have broken the seal or opened the cellophane packaging.
Returns Policy
We aim to provide the best product for your requirements and to describe and show the items as accurately as possible, but we cannot guarantee the exact measurements or colours shown. However if the item you purchased is not suitable we will be happy to give a full refund, or an exchange, provided that it is returned in as-new condition, with any labels, tags and a proof of purchase within 14 days. Please email us to request a returns authorisation form. ( sales@countrymun.com) We will issue a refund to the original method of payment (eg Cheque/Cash/Credit/Debit Card) for the cost of the item. Please allow up to 14 working days for the credit to appear on your statement. Any exchanged goods must have the return post and packing fee included in the exchange price. We suggest you use a recorded delivery service (or obtain free certificate of posting from the post office) as we cannot be held responsible for lost or unreturned items.

Non Returnable Items
Special orders, custom sizes, items made to customer's specifications, or alterations made to products at your request cannot be returned for an exchange or refund. These items are different from our normal range and therefore are not saleable. We will make every effort to ensure you have the necessary information to minimize the risk of errors being made.
As stated above, special rules apply to books/DVDs/consumable products such as flea treatments, shampoo, polish etc. Unfortunately these cannot be returned if you have broken the seal or opened the cellophane packaging.
Complaints Procedure
A customer is obliged to look over any goods immediately delivery has been accepted. If any discrepancies in quantities or any defects are found then please call 0191 6030440 in the first instance and speak to a member of staff. They will try to resolve the matter as quickly and sympathetically as possible. Lines open from 10am to 4pm Monday to Friday.
Privacy
Your trust and privacy are our highest priority. At Country Mun we are committed to protecting your privacy as a customer and pledge to respect the information you provide. Country Mun observes the code of practice covering the use of personal data as outlined in the Data Protection Act of 1998. We also comply with the Consumer Protection (Distance Selling) Regulations 2000.

The above policy does not affect your statutory rights.