Returns Policy
Return & Exchange Policy
🛠️ Before We Dive In…
At Bowie & Co., every item is handmade to order — no dusty stock shelves or mass production lines here. Your gear is lovingly crafted to your exact choices: size, hardware, colour, clasp, and any extras you’ve added 💖
That means we’re buying (very expensive) materials and exclusive hardware just for you. We also absorb hefty customs and taxes, try to keep our prices low for fellow disabled customers 💸, and spend hours making each order perfect by hand.
So when something gets returned, it doesn’t go back on a shelf — it goes to the sad little graveyard of custom gear ☠️… and we’re left out of pocket, time, and materials. 😩
We totally get that returns are part of online shopping — but with custom-made gear, it’s a bit of a different beast 🐉. So here’s everything you need to know 👇
⸻
🚫 No Returns or Exchanges
Because everything is made to order, we do not generally accept returns or exchanges. The following items are strictly non-returnable and non-exchangeable under any circumstances:
🔧 Custom or Non-Standard Items
• Custom-sized collars or leashes (not a standard size)
• Custom product listings
• Orders with personalised notes or custom requests
• Non-standard hardware, sizing, or colour combos
• Items where we’ve specially ordered material just for you (e.g. rare/exclusive/limited edition BioThane colours, reflective BioThane)
🧷 Specialty Gear
• Double-layered Cobra® collars
• 1.5” Cobra® quick-release collars
• Leashes with Kong Frog® clasps
• Guide handles & counterbalance handles
• Pull straps
• Prong covers
• Martingales, semi-slip collars, tag collars
• Hands-free leashes
• Training tabs
• All harnesses (Y-front, service, or pet style)
• All long lines
• 1" e-collar straps
• Any other product made with 1" or 1.5" standard Beta BioThane®
🎨 Customised Items
• Painted collars 🖌️
• Engraved collars, leashes, harnesses, tags or nameplates 🔩
• Collars with engraved quick-release buckles
• Two-toned quick-release collars 🎨
🛍️ Other
• Pre-made items
• Sale items 🏷️
• Safety leash extensions
🐶 If Something’s Not Right…
We’re not monsters (we swear 👼). If there’s an issue with your order — something faulty, damaged, or not quite right — please contact us within 14 days of receiving it. We’ll work with you to find a fair solution.
📏 E-Collar Strap Compatibility & Fit Guide
Our BioThane e-collar straps are designed to be durable, waterproof, and secure, fitting most e-collar receivers. However, every brand of e-collar is different, and while our straps are compatible with most models, we cannot guarantee that your specific e-collar device will fit.
Additionally, every batch of BioThane is slightly different. The thickness of 3/4” BioThane can range between:
.095” - .105” (2.41mm - 2.67mm)
Since we do not control the manufacturing process of BioThane and receive our rolls directly from the supplier, we cannot determine the exact thickness of the strap you will receive.
If you’re having difficulty threading your e-collar receiver onto the strap, here are some troubleshooting tips:
✔ Tight Fit? Try These Methods:
• Some e-collar receivers have narrow feeding loops that may require extra effort to thread through.
• Use pliers to carefully pull the BioThane through the loops—many customers find this method helpful.
• Apply a small amount of lubricant, such as baby oil or olive oil, to help the BioThane slide through more easily.
• Wiggle and gently work the strap through the receiver loops—BioThane is flexible but sturdy and may need some manoeuvring.
If you are still having trouble, contact us, and we’ll be happy to assist!
🛠️ Hardware Repairs – Built to Last & Reduce Waste
At Bowie & Co., we take pride in crafting products designed to last a lifetime. We also believe in reducing waste by repairing rather than replacing wherever possible. If, over time, your hardware experiences wear and tear, such as:
✔ Buckle or clip failure
✔ Rusted or broken hardware
✔ Popped or loose rivets
Please reach out to us, and we will organise a repair service to extend the life of your collar. 🛠️♻️
🔹 Customers are responsible for shipping costs both ways.
🔹 We will assess the repair and advise you if replacement parts are required.
🔹 Minor repairs will be done at no extra cost, but a small fee may apply for more extensive repairs.
By repairing instead of replacing, we aim to minimise waste, help the environment, and ensure your pet’s gear lasts for years to come. 💚🌏
Ordering Responsibility
We are not responsible for incorrect sizing, colours, or product selection. Please ensure you:
✔ Measure your pet/gear correctly using our measuring guide before placing an order.
✔ Double-check colour choices and engraving details before checkout.
✔ While we’re happy to offer sizing suggestions, the final decision is the buyer’s responsibility.
If you receive a product that is the wrong size or colour due to an ordering mistake, we are unable to offer refunds or exchanges. However, if the error was on our part, we will replace the item at no additional cost.
What to Do If There’s an Issue With Your Order
We value your satisfaction and are happy to work with you to find a fair resolution if:
• You receive a faulty or defective product.
• Your item arrives damaged in transit.
• You are not fully satisfied with your product.
Please contact us within 14 days of receiving your order, and we will assess the situation on a case-by-case basis.
Painted Collars
Over time, painted collars may experience natural wear. If your collar begins to chip, reach out to us, and we will offer a free touch-up.
Conditions of Return (If Applicable)
If a return is approved for any reason, please note:
✔ Buyers are responsible for return postage costs.
✔ Items must be returned in original, unused condition to qualify for any refund or exchange.
✔ If an item is returned damaged or altered, the buyer is responsible for any loss in value.
Product Care & Warranty
Our BioThane products are waterproof, break-proof, and stain-proof under normal use. However, we do not accept returns for:
• Items that have been chewed, cut, or chemically altered.
• Products that have been damaged due to chemical exposure, as applying chemicals can permanently affect the BioThane material.
Shipping & Liability Disclaimer
Once an order has shipped, we are no longer responsible for shipping delays, lost packages, or damages caused during transit.
• We recommend tracking your shipment and contacting the shipping carrier directly for any delivery-related concerns.
• If your package is lost or delayed, we will do our best to assist you in filing a claim, but we cannot guarantee replacements or refunds for carrier issues.
Handmade & Custom Variations
Each item is handcrafted and may have slight variations in sizing, hardware placement, or engraving placement—this is part of the uniqueness of a handmade product and does not qualify as a defect.
If you have any concerns or issues, we encourage you to reach out—we’re happy to help find a reasonable solution! 😊
📩 Contact us at contact@bowieandco.com within 14 days of receiving your order for assistance.