Refund policy

We have a 14-day return policy on wrong items or damaged goods, which means you have 14 days after receiving your item to make a claim.

Refunds or exchanges are only offered to customers that receive wrong (due to an error by Pooch Pawtners) or damaged item(s).

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. If the item(s) are found to have issues or damaged, please contact us within 14 days of delivery with photos of wrong or damaged items. If the item(s) then fall into this category, we can either send out a new one or issue a refund.

To start a claim, you can contact us at pooch.pawtners@gmail.com.

Due to the nature of our made-to-order model, we don't offer returns or exchanges if the there are no issues with an item. So please make sure that before you order that you have made sure that the size and color of your product(s) is correct of what you want. If you’re unsure of sizes of a product, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know within 14 days after receiving your order. Include photos of the mislabeled item, and we’ll send you a new one, or issue a refund.

You can always contact us for any return question at pooch.pawtners@gmail.com.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at pooch.pawtners@gmail.com.