Our warranty covers aspects related to production on all leashes and leads: stitching and clips. We may request photos and a description of the damage before replacing the item. We may offer solutions (such as those provided in our Care & Maintenance video) before choosing to replace the product
Our warranty DOES NOT at any time include tears in the leash webbing, such as those that can occur by chewing (don't leave leashes unattended with dogs known to chew) or daily usage.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and "like new." You’ll also need the electronic receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, you can return the items for a full refund on the product. All shipping expenses related to the original purchase and the return remain the responsibility of the customer. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, items purchased with a discount code or on gift cards.
We do not accept returns on items that have been customized upon the customer's request. This includes customizations in the design, length or choice of hardware.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. All shipping expenses related to the exchange are the responsibility of the customer.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. We will not pay a refund to a different bank account or to a different payment source. Please remember it can take some time for your bank or credit card company to process and post the refund.