Returns & The
Perfect Fit Guarantee

Ready-to-wear & preset collections

For non-customised pieces, meaning items bought as shown without personalisation, you have 30 days from the date of receipt to request a full refund. Under the Consumer Contracts Regulations 2013 your legal right to cancel runs for 14 days from receipt; I extend that window to 30.

Send it back unused and I'll refund what you paid for it and the standard delivery I charged; sending it back is at your cost. If it's the size that's wrong, message me within 14 days, because an exchange is usually simpler. If I got the size wrong I cover the postage both ways; if the measurement turned out not to suit your dog, the postage each way is yours. If anything arrives faulty, damaged or not as described, that's on me. I'll repair, replace or refund it and cover the postage.

• Items must be unworn, unused and in original packaging
• Change of mind: I refund the item price and the standard delivery I charged, and the return postage is yours
• Size exchange because the measurement turned out not to suit: the postage is yours both ways. If I got it wrong, I cover it
• Faulty, damaged or not as described: I cover the postage, always
• No restocking fee
• Refunds processed back to your original payment method within 5 to 7 working days

The Perfect Fit Guarantee

Customised and bespoke pieces, where you choose the colours, the fittings, the length, or give me a measurement, are made to your specification, so the 14-day cancellation right does not apply and I can't take one back simply because you have changed your mind. That is the law rather than my preference. Your rights if a piece is faulty are unaffected: if anything arrives faulty, damaged, mis-made or not as described, that is on me. I'll repair, replace or refund it and cover the return postage. Choosing a size from a range I already make is an ordinary purchase, and the 30 days apply in full.

That is what the Perfect Fit Guarantee is for. If it does not fit when it arrives, tell me and I will adjust or remake it. If I got the size wrong, I cover the postage both ways. If the measurement turned out not to suit your dog, the postage is yours. Message me within 14 days of delivery at hello@greendog.pet with your order number and a measurement. I cut this one to the size you gave me, so a second is a second piece of work. No forms to fill in, and no automated reply: it is me reading it.

• Size exchanges available on custom orders. Message me within 14 days of delivery
• Amendments considered on a case-by-case basis
• If I got it wrong, I cover the postage both ways. If the measurement turned out not to suit, the postage each way is yours
• To avoid sizing issues, use the Measuring Guide or email Ed before ordering

Who pays the postage

Everything here is made to order, so I would rather set this out plainly than leave you guessing. Here is who pays the postage, in every case there is:

• Faulty, damaged, mis-made or not what you asked for: I pay, both ways. Message me before you post it and I will tell you how to send it back. That is the Consumer Rights Act 2015, and I would not want it any other way
• Size exchange because the measurement turned out not to suit your dog: you pay, both ways. I cut the strap to the size you gave me, so the replacement is a second piece of work. Measure twice with the Measuring Guide, or message me before you order and I will help you get it right first time
• Hardware failure within twelve months: I pay. Parts and return postage covered
• Changed your mind within the 30 days, on a size from a range I already make: we share it. I refund what you paid for the item and the standard delivery I charged you; getting it back to me is at your cost
• Wanting something different altogether, on a piece cut to your measurement: you pay. There is no change-of-mind right on a made-to-measure piece, but message me: an exchange or an amendment is usually possible, with the postage each way yours
• Not sure which of these you are in? Message me before you post anything and we will work it out

Send It Back To Me

All hardware is load-tested by the fitting's manufacturer. If it still fails:

• Within twelve months: If the hardware fails, I repair or replace it, with parts and return postage covered
• After twelve months: Send it back any time and I'll replace the worn parts at cost plus postage, however old it is
• This applies to snap hooks, D-rings, sliders, buckles and O-rings

If something isn't right on arrival

If there is any defect in the build, stitching, rope or hardware, email hello@greendog.pet with a photo and your order number. Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days of receipt for a full refund, and after that you are entitled to a repair or a replacement. These are your legal rights rather than a Green Dog policy, and I cover the postage on a faulty item in both directions. A term saying otherwise would not be binding, and I would not want one.

• Repair, replacement or refund on faulty items is your legal right under the Consumer Rights Act 2015
• I pay the postage on faulty items, both sending it back to me and sending the repair or replacement out to you
• For damage from normal wear or dog chewing, repairs are possible. Email to discuss

Items that cannot be returned

• Dog treats and perishable goods
• Sale items and gift cards (final sale)
• These exclusions apply to change-of-mind returns only. They do not affect your rights if an item is faulty, damaged or not as described
• On a change-of-mind cancellation I refund the standard delivery I charged. If you paid extra for a faster service, the difference above standard is not refunded
• Customs duties and import charges are set by your country rather than by me, so I cannot refund those