Refund policy

Green Dog: Returns & The "Perfect Fit" Guarantee

At Green Dog, every item is crafted with care in my Oxford studio. Whether you chose a Ready-to-Wear essential or a Fully Custom masterpiece, my goal is for you and your dog to be completely satisfied.

1. Policy Summary

  • Standard Items: 30-day return window.
  • Custom Items: Non-refundable, but eligible for our "Fit Guarantee" (Exchanges/Amends).
  • Condition: Items must be unworn, unused, and in original packaging.
  • Shipping: Customer provides return shipping.
  • Restocking Fee: None.

2. The "Perfect Fit" Guarantee (Custom & Bespoke Items) Because Customised Products (personalised colours/designs), Bespoke Items, and Single-Size Collars (non-adjustable) are handmade specifically for your dog, they are non-refundable. However, if your custom item doesn't fit like Cinderella’s shoe:

  • Exchanges & Store Credit: Please contact me at hello@greendog.pet to discuss an amendment or an exchange.
  • Why this policy exists: This protects the time and craftsmanship that goes into bespoke accessories while ensuring your dog still gets the perfect gear.

3. Standard & Preset Items For our Preset/Ready-to-Wear collections (non-customised), you have 30 days after receiving your item to request a full refund.

  • To be eligible, the item must be in the same condition you received it: unworn, with tags, and in its original packaging.

4. How to Start a Return or Exchange

  1. Contact Me: Email hello@greendog.pet before sending anything back. Items sent without a request cannot be accepted.
  2. Ship Your Item: Once accepted, please mail your item to: GREEN DOG, 70 Wolsey Road, Oxford, OX2 7TA, United Kingdom.
  3. Outcome: Approved refunds are processed back to your original payment method. For exchanges, once the original is received, you can place a new order or receive store credit.

5. Damaged or Defective Items Please inspect your order upon receipt. If an item arrives damaged or there is a mistake in the build, contact me immediately. I will work with you to find a solution, including a replacement or repair.

6. Non-Returnable Exceptions

  • Perishable Goods: Dog treats cannot be returned.
  • Sale Items & Gift Cards: These are final sale and cannot be returned.