Refund policy

Summary

  • Return window: 30 days after delivery, for unused items in original condition.
  • Contact us first, return without contacting us is not accepted.
  • Return shipping: paid by you, except damaged, defective or incorrect items.
  • Condition: we may deduct a reasonable amount from the refund if a returned item is used, damaged or incomplete (see "Items we accept back").
  • Refunds: to your original payment method, 5–10 business days after we receive and inspect your return.

How to start a return

Email irene.ecom1998@gmail.com within 30 days of delivery (delivery date per carrier tracking) with your order number, the item, the reason, and a photo. We reply within 1 business day with return instructions and the return address. Returns sent without our written confirmation, or after the window, are not accepted, except for items covered by the sections on damaged, defective or incorrect items below and where the law requires otherwise.

Items we accept back

Items must be unused, unwashed, undamaged and complete (all parts, accessories and any free gifts) and in original packaging. Trying a set on indoors for fit is fine if it leaves no wear, hair, odour, marks or damage. Items that show use or wear, have been used on a pet outdoors, or are missing parts are not eligible. If a returned item is not in this condition, we may decline the refund (and return it to you at your cost) or refund a reduced amount that reflects the loss in value, with photos and an explanation.

Wrong size or change of mind

Please check the size chart on the product page and measure your dog before ordering. If the size does not fit, you may exchange it for another size, subject to stock. We ship the replacement size at no charge after your return arrives. If the size you want is out of stock, we refund as below.

Return shipping and return address

You pay return shipping for change-of-mind and wrong-size returns. Use a tracked service and keep proof of postage; we cannot refund an item lost on its way back to us. Once we approve a return, we send a Return Authorization with the return address. Ship the item back within 7 days; after that the authorization expires and the return is not accepted. If return postage would cost more than the item, we may at our option refund without asking for the item back.

Refund amount

  • We refund what you actually paid for the returned item, after discounts. Shipping you paid is not refunded, except where we are at fault (damaged, defective, incorrect, or cancellation under the Shipping Policy).
  • There is no restocking fee. If a returned item is used, damaged or incomplete, we may deduct a reasonable amount reflecting the loss in value, with photos and an explanation.
  • Bundles: if you return part of a bundle order, the refund is recalculated so you keep the price that applies to the quantity you keep, and you are refunded the rest.
  • Free gifts: free gifts are part of the offer and must be returned together with the item. If a gift is not returned, we may deduct the price listed for that gift on the product page (no deduction if no price was listed).
  • Discount codes and vouchers are not refunded or reissued; the refund is the amount you actually paid.
  • Refunds go to the original payment method. If the original payment method cannot accept the refund, we will contact you and refund by another method within 7 working days. We do not refund to a different card or account on request.

Refund timing

We inspect returns within 5 business days of receipt. Approved refunds are issued within 5–10 business days. Your bank or PayPal may take additional time to show the credit.

Damaged, defective or incorrect items

  • Visible on arrival (damaged, wrong item, missing parts): report within 7 days of delivery, with your order number and photos or video of the item, packaging and label.
  • Defects that appear during normal use (for example stitching or buckle failure): report within 30 days of delivery with photos or video and a description of how the item was used.

Remedy: a replacement (default) or a full refund of the item and its shipping if a replacement cannot be dispatched within 5 business days or you prefer a refund. We pay return shipping if we ask for the item back, and we may waive the return. We do not cover damage caused by misuse, chewing, wrong size, washing, or normal wear.

Orders that have not arrived

See the Shipping Policy.

Cancellations

You can cancel within 12 hours of ordering by email, before the order is processed. After that, this return policy applies. This does not limit cancellation rights the law gives you.

Disputes and chargebacks

Please contact us first at irene.ecom1998@gmail.com. We respond within 1 business day. If you dispute a charge with your bank or PayPal, we may provide your order, tracking, delivery and communication records to the processor. You remain free to dispute a charge with your card issuer or PayPal. If an order is refunded by us and also reversed by your bank, we may recover the duplicate amount.

Misuse of returns

We may decline a return or refund where we reasonably find fraud, misuse, or repeated claims that do not match our records. We will tell you why in writing.

Your legal rights

This policy does not limit any right you have under consumer protection laws that cannot be waived.

Policy version

The policy in effect when you placed your order applies to that order. We may change this policy for future orders.