We are not responsible for ordering the wrong size or colour of any products that you may receive.
It is the buyer's responsibility to correctly measure their pet/gear prior to purchases as per our measuring guide.
We are happy to make suggestions on the right size of a product, however, it is the buyer's responsibility to choose the correct size.
If a product is sent in the wrong colour/size than what was ordered or is faulty, we are happy to send you a new product free of charge.
If for any reason you are unhappy with your product, excluding the reasons mentioned above, please contact us directly.
Returns/exchanges are to be made within 14 days of receiving your order.
The following items can't be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns for:
Custom or personalised orders - this includes anything with custom measurements/made to order products such as:
Guide handle/counterbalance handles
Any items with custom measurements - handsfree leashes/martingales/tag collars/added vinyl text
Items on sale
Added Vinyl Text
If over time your vinyl text begins to peel/chip, please contact us and we will touch up your product free of charge.
Conditions of return
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Our biothane products are advertised as waterproof, breakproof and stainproof. We do not accept returns to products that have been chewed, chemically altered or cut.
Applying chemicals to our products will permanently damage the biothane and will no longer ensure our products being stainproof.
When exchanging your product, please return it in its original condition and unused. For exchanges, the buyer is responsible to pay postage fees to the correct return address.
Once our product has shipped, we are no longer responsible for the time frame that it may take to arrive - this is out of our control.
Please note that every item is hand designed and there may be a slight variation in sizing/hardware placement when ordering duplicates of one item.