Returns & The
Perfect Fit Guarantee

Standard items

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. We exceed the 2026 UK legal minimum of 14 days.

• Items must be unworn, unused and in original packaging
• Return shipping is the customer's responsibility
• No restocking fee
• Refunds processed back to your original payment method within 5–7 working days

Custom & bespoke items

The Perfect Fit Guarantee

Customised products (personalised colours and designs), bespoke items and single-size collars (non-adjustable) are handmade specifically for your dog. Because of this, they are non-refundable.

However, if your custom piece doesn't fit — the Perfect Fit Guarantee means Ed will work with you to get it right through a size exchange or amendment. No quibbling, no forms to fill in. Just email hello@greendog.pet and it gets sorted.

• 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

Hardware

The Lifetime Hardware Promise

All hardware is load-tested before every dispatch. If it still fails:

• Within 2 months: Ed covers all costs — replacement parts and return shipping — no questions asked
• After 2 months: Replacement hardware is available at cost price plus shipping, for life — regardless of when you bought the piece
• This applies to snap hooks, D-rings, sliders, buckles and O-rings

Damaged or defective

If something isn't right on arrival

Please inspect your order when it arrives. If there is any defect in the build, stitching, rope or hardware, email hello@greendog.pet immediately with a photo and your order number. Ed will sort it at no cost to you — replacement, repair or refund depending on what's best for you.

• Faulty items replaced or repaired at no cost
• For damage from normal wear or dog chewing, repairs are possible — email to discuss

Non-returnable exceptions

Items that cannot be returned

• Dog treats and perishable goods
• Sale items and gift cards (final sale)
• Customs duties and original shipping fees are non-refundable on international orders