Our commitment to you and to the puppy
A puppy is not a product, and we do not pretend otherwise. What follows is our plain-English commitment, and what we ask of you in return.
Health guarantee
Every puppy is seen by a vet before it goes home and leaves us in good health as far as we and our vet can tell. We ask you to have your puppy checked by your own vet within 72 hours of collection. If your vet finds a serious congenital condition in that window, contact us straight away with their written findings and we will make it right — by refund or by replacement from a future litter, whichever you prefer.
Cancelling an order
Your puppy comes off the available list the moment you order, so we ask you to be sure before you place one. If you change your mind, tell us as soon as you can and we will put the puppy back up — we will refund you in full if we have not yet turned other families away for them, and we will always talk it through fairly if we have.
Two things are absolute:
- If anything happens to your puppy before collection, you are refunded in full, or moved to another puppy — your choice.
- If we cancel, or cannot provide the puppy you ordered for any reason, you get every penny back.
If things change for you
Life happens. If your circumstances change before collection, talk to us. We will usually hold what you have paid against a later litter rather than let anyone lose out.
Returns — the part that matters most
If at any point in your dog’s life you cannot keep it, come back to us first. Whatever the reason, whatever year it is, we will take the dog back or help find the right home. No puppy of ours should ever end up in a shelter or sold on to a stranger. There is no refund for a return made after the first 72 hours, but there will never be a closed door either.
What is not covered
- Minor, common and treatable puppy complaints — upset tummies, loose stools in the first days, parasites picked up after collection.
- Illness or injury caused by accident, neglect, missed vaccinations or poor diet after your puppy goes home.
- Exact adult size, coat colour or coat texture. We give our honest expectation, but no breeder can promise them.
Making a claim
Email jerriegannaway@gmail.com with your name, your puppy’s name and your vet’s written report. We answer every claim — we will not leave you waiting.
Nothing here affects your statutory consumer rights.
