Refund policy

As all our products are handmade to order, we only offer refunds or exchanges on faulty items. Although our products are extremely hardwearing and made to the highest standards, no item is indestructible. We do not cover damage caused by misuse, biting or scratching, wear and tear, cosmetic issues or failure due to a lack of appropriate maintenance or supervision.

Reporting Issues
Please inspect your order upon reception and contact us within 30 days if the item is defective, damaged or if you receive the wrong item. This timeframe allows us to evaluate the issue and resolve it promptly. Please note that all return postage costs are to be born by the customer.

Handmade Items 
Due to the handmade nature of our products, slight variations in appearance, finish, and colour may occur. These variations are inherent to the creation process and are not considered faults. For example, colours may appear slightly different due to individual screen displays, and there may be minor inconsistencies in the uniformity of knotting or braiding, as every product is influenced by environmental factors during production. Additionally, small irregularities typical of handcrafted items, such as texture or pattern alignment, are part of the product's unique character and are not grounds for return.

Bespoke and Custom Orders 
Products that are made to a customer’s specific requirements are eligible for return or refund only in cases where they are deemed faulty. If you experience any issues with your order, please contact us within 30 days of purchase (if bought in studio) or receipt (if received by post), and we will evaluate the matter and work towards a resolution. Please note, returns or refunds cannot be provided for non-faulty, custom-made items.

Collars and Fitting
All collars are measured before dispatch to ensure accuracy. Therefore, we cannot offer refunds or exchanges on collars that do not fit due to incorrect neck measurements provided by the customer. Items in the 'Ready to Wear' collection are clearly marked with their neck sizes. However, we’re happy to discuss any issues via email at info@biggreenhound.co.uk.

Exclusions 
We regret that returns cannot be accepted for sale items or gift cards.

Disclaimer 
We strongly advise regular checks of our products for signs of wear or damage. Supervision is highly recommended when your pet is using and/or wearing any of our products. Big Green Hound will not be liable for incidents or accidents caused by misuse, inappropriate fastening, or lack of supervision.

For any return-related questions, feel free to contact us at info@biggreenhound.co.uk.