Returns & The
Perfect Fit Guarantee

Ready-to-wear & preset collections

For non-customised pieces — 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.

• Items must be unworn, unused and in original packaging
• Return shipping is the customer's responsibility on change-of-mind returns. On faulty items I pay it
• No restocking fee
• Refunds processed back to your original payment method within 5–7 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, and your rights if a piece is faulty or not as described are unaffected. Choosing a size from a list I already make is an ordinary purchase, and the 30 days apply in full.

However, if your custom piece doesn't fit, the Perfect Fit Guarantee still applies: a size exchange or an amendment, raised within 14 days of delivery. That is a separate thing from the change-of-mind right above, and it does apply to custom pieces. No forms to fill in. Just email hello@greendog.pet and tell me what's gone wrong. If anything arrives faulty or not as described, I'll repair, replace or refund it and cover the postage.

• Size exchanges available on all custom orders
• Amendments considered on a case-by-case basis
• To avoid sizing issues, use the Measuring Guide or email Ed before ordering

Send It Back To Me

All hardware is load-tested by the suppliers I buy it from. If it still fails:

• Within twelve months: If the hardware fails, I repair or replace it free — 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 cost of return postage on faulty items.

• Repair, replacement or refund on faulty items is your legal right under the Consumer Rights Act 2015
• 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
• Customs duties and original shipping fees are non-refundable on international orders