Returns & refunds

Our one-year warranty

Every product comes with a one-year warranty from the date of purchase, covering repairs for general wear and tear. It is a promise about the making: if the thing wears out in normal use inside a year, we put it right.

You will need proof of purchase to claim. An invoice is delivered with every order – please keep it, because that is your warranty document and we will ask for it.

How a warranty repair works:

1. Get in touch with your invoice and a photograph of the problem.
2. You pay the postage to send the item back to us. That part is yours.
3. We repair it and post it back to you free of charge, like for like. You pay nothing for the repair or the return postage.

This warranty sits on top of your legal rights rather than replacing them. Nothing in it affects what you are entitled to under the Consumer Rights Act 2015, and where the law gives you more than the warranty does, the law wins – see below.

Changing your mind

You have 14 days from receiving your order to tell us you’d like to return it, and a further 14 days to send it back. In practice we give you 30 days from delivery, because the legal minimum feels mean.

Items need to come back unused and in a resaleable condition. Trying a collar on your dog indoors is absolutely fine – that’s how you find out if it fits. A collar that’s been worn on a muddy walk isn’t.

If it doesn’t fit

Get in touch before you return anything. Very often we can adjust a collar or remake it in the right size for less hassle than a return. Send us the measurement from around the base of your dog’s neck and we’ll tell you what we can do.

If it’s faulty

Under the Consumer Rights Act 2015 you’re entitled to a repair, replacement or refund if an item is faulty. If something fails within 30 days you can ask for a full refund; after that we’ll repair or replace it first.

Beyond that: we make these to last, and we stand behind them. If a rivet lifts or a buckle fails through anything other than damage or ordinary wearing-out, send it back and we’ll repair it. Often for nothing.

How to return something

1. Email us with your order number and what the problem is.
2. We’ll reply with the return address and confirm anything you need to know.
3. Post it back with proof of postage – until it reaches us it’s still your parcel, so please don’t send it untracked.

Refunds

For a full refund the item must come back in the same condition you received it, and the return postage is yours to pay. Once it arrives back we’ll refund you within 5 working days, to the original payment method, including the standard delivery you paid.

The one exception, and it matters: if the item is faulty, or we sent the wrong thing, we cover the return postage as well as the refund. You are never out of pocket for our mistake – that is your right under the Consumer Rights Act 2015, not a favour.

Sale items and gifts

Sale items are returnable on the same terms as anything else. If something was a gift and you don’t have the order number, email us with the name of whoever bought it and roughly when – we can usually find it.