Refund policy

Every Green Dog item is crafted with care in my Oxford studio. My goal is for you and your dog to be completely satisfied.

Policy at a Glance

Changed your mind: 30 days from receipt on standard and preset items
Made to measure & personalised: Perfect Fit Guarantee — exchanges and amendments, so we get it right
Faulty items: covered by your legal rights, set out below
Hardware: twelve-month guarantee, then worn parts at cost plus postage
Condition required for change-of-mind returns: Unworn, unused, original packaging
Return postage: mine if I got it wrong, yours if you changed your mind or the measurement didn't suit
Restocking fee: None
Refund processing: 5–7 working days

Your Legal Rights

You have rights under UK consumer law that apply whatever this policy says. Nothing on this page reduces them, and none of them are mine to give or withhold. If you live in the EU you have equivalent rights under the Consumer Rights Directive, and they apply to your order from me too.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from receipt to cancel most online orders and return the goods for a refund. This right does not apply to goods made or personalised to your specification.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a short-term right to reject them within 30 days of receipt for a full refund. After that you are entitled to a repair or a replacement, and to a refund if that fails. These rights run for up to six years in England and Wales, and five years in Scotland. Where goods are faulty, I pay the return postage.

Who Pays the Postage

The honest split, so there are no surprises either way:

If I got it wrong — faulty, damaged, mis-made, or not what you asked for — I cover the postage both ways.
If the measurement turned out not to suit your dog — I'll still sort it with an exchange or an amendment, and the postage each way is yours.
If you'd rather have something different altogether — same: I'll exchange it, and the postage each way is yours.
If the hardware fails within twelve months — send it back and I cover the postage.
On a change-of-mind return — I refund what you paid for the piece and the standard delivery I charged; sending it back is at your cost.

I'd far rather spend ten minutes with you before I start than sort it out afterwards. Read the measuring guide, or email me and ask.

Changing Your Mind — Standard & Preset Items

The law gives you 14 days to cancel. I extend that to 30 days from receipt. Items must be unworn, with tags, and in original packaging. Return postage is yours on a change-of-mind return; I refund the standard delivery I charged you. Once received and inspected, your refund is processed within 5–7 working days.

If you chose your size from a list I already make — the Sheep Shed, the Cotton Mill, the Greenwich Yarn editions — this is an ordinary purchase and the 30 days apply in full. Nothing about a fixed size changes your right to change your mind.

The “Perfect Fit” Guarantee — Made to Measure & Personalised

If you gave me a measurement, or asked for a name, colours or fittings chosen by you, that piece exists because you asked for it in that form. The 14-day cancellation right does not apply to goods made to a customer's specification, so I can't take it back simply because you have changed your mind. That is the law rather than my preference, and your rights if it turns out faulty or not as described are completely unaffected.

What I will do is this. If it doesn't fit, tell me and we'll sort it — an exchange or an amendment, whichever suits. If the mistake is mine, I cover the postage both ways and there is nothing for you to pay. If the measurement I was given turned out not to suit your dog, I'll still put it right, and the postage each way is yours. That is the fairest line I can draw: I cover my mistakes, you cover the measuring.

If you would rather have something different altogether, I'll exchange it on the same terms, and I'll be honest that an exchange joins the queue behind orders already on the bench, so it may take a while.

Please Ask Me First

I'd far rather spend ten minutes with you before I start than sort something out afterwards. If you are unsure about a size, a colour combination or which fitting suits your dog, email me and ask. It is one person and one workbench here, and I would always rather you ended up with the right thing first time.

Faulty or Damaged Items

If an item arrives damaged, or there is a mistake in the build, email me at hello@greendog.pet with a photo and your order number.

You are entitled to a repair, a replacement or a refund under the Consumer Rights Act 2015, and I cover the cost of sending it back. Tell me which you would prefer and I will do it.

Returning From Outside the UK

Your cancellation and faulty-goods rights are the same wherever you are. Three things are different, and it is fairer to say them here than to surprise you later:

Import duties and taxes you have already paid are not refundable by me. Your country collected them, not Green Dog. In the EU the €3 flat customs duty is expressly non-refundable even on a return.
Return postage on a change-of-mind return is yours, and from outside the UK that is a real cost. Please weigh it up before you order, and ask me first if you are unsure.
If a parcel is refused on delivery or returned unclaimed, the outbound postage, the return carriage and any charges already incurred are deducted from the refund. If the item was made to your specification there may be nothing left to refund, because I cannot sell it to anyone else.

If an item is faulty or not as described, none of the above applies — I cover the return however far away you are.

Hardware Guarantee — Send It Back To Me

This is a voluntary guarantee I give in addition to your legal rights. It does not affect them.

If the hardware fails within twelve months of your order arriving, send it back and I'll repair or replace it, and I cover the postage. There are no forms, and I won't ask you to prove anything.

Past twelve months, send it back anyway. I'll replace the worn parts at cost plus postage, however old it is, and tell you what it needs before I touch it. It comes back cleaned, checked and boxed.

What this doesn't cover is damage or misuse — every dog treats their kit differently, and I'm not going to pretend otherwise. But almost all of it is fixable, and I'd far rather have your lead back on my bench than have you buy a new one from someone else.

Guarantee given by Green Dog, 70 Wolsey Road, Oxford OX2 7TA. Available worldwide — outside the UK I cover the repair or replacement and the postage back out to you, and the postage in to me is yours.

How to Start a Return

Email hello@greendog.pet before sending anything back so I know to expect it — I'll confirm your return and provide any instructions.
Ship to: Green Dog, 70 Wolsey Road, Oxford, OX2 7TA, United Kingdom. Please use a tracked service. If you are outside the UK, mark the customs declaration “Returned goods — no commercial value”, or I may be charged import duty to receive your own item back.
Once received and inspected, approved refunds are processed within 5–7 working days.

Items Not Covered by Change-of-Mind Returns

The following cannot be returned simply because you have changed your mind:

Sale items
Gift cards

This applies to my voluntary 30-day change-of-mind window only. It does not affect your statutory right to cancel where that right applies, and it does not affect your rights if an item is faulty, damaged or not as described.