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EXCHANGES & RETURNS




As a small business, customer service is our top priority and we want you and your dog to love your Paws & Ponies purchase.


LIFETIME GUARANTEE

Our lifetime guarantee is included with every purchase and covers craftsmanship only.

We will not replace an item based on normal wear and tear, water damage, or damage from your dog (i.e chewing damage). If the leather or stitching stretches, scuffs, rips or naturally ages, it will not be covered under our lifetime guarantee.

If you have any questions regarding our lifetime guarantee, contact us here


Exchanges & Returns

If for any reason you are not satisfied with your purchase, please contact us within 7 days. Items will be exchanged or refunded provided they are returned to use unworn and in the same condition as when they left our premises.

Please contact us at info@pawsponies.co.uk to confirm whether you require a refund or an exchange.

You are responsible for the postage cost and postal insurance to return items.

For your own security, we suggest you ensure the item has sufficient insurance and is adequately packed when you post it back. We'd recommend Royal Mail 'Signed For' or 'Special Delivery', depending on the level of insurance you require.

If you require a full refund: You will receive a refund upon receipt of the returned items, minus the postage costs. Your account will be credited within 10 working days upon receipt of returned item(s).

If you require an exchange: If your replacement item costs the same as or less than the item you are returning, we will send you the new item and refund any difference in price. If your replacement item costs more, we will contact you to take the extra payment. You are required to pay the postage for sending the replacement item.


RETURN OF NON STANDARD SIZES
Bespoke items, Lurcher-style collars over 15" long or 2.5" wide and straight collars over 18" will be returned at our discretion, depending on their re-saleability.

COLLARS RETURNED DUE TO INCORRECT SIZE
Exchanges for wrongly measured neck sizes will be subject to postage charges for sending a replacement collar plus price difference in collar size (plus or minus) if applicable.

NOTE: COLLAR MEASUREMENTS ARE DOG NECK SIZES NOT TOTAL COLLAR LENGTH.