Returns & Refunds

Draft policy — to be reviewed against applicable consumer law before the store accepts live orders. Last updated: October 2026.

Our Promise in Plain Terms

If something isn't right, we want to fix it. You may return unused items in their original condition within 30 days of delivery for a refund to your original payment method.

How to Start a Return

Email us at harisleadgen8+kindredtails@gmail.com with your order reference and the item(s) you are returning. We will reply with return instructions and the correct return address. Please do not post items back without contacting us first — we cannot track unannounced returns.

Condition and Exclusions

Items must be unused, unwashed (beyond a quick indoor fit check for harnesses and collars) and in their original packaging where possible. For hygiene reasons, bowls and water bottles that have been used by an animal cannot be resold and are refundable only if faulty. This never limits your rights if an item arrives damaged or defective — contact us and we will repair, replace or refund as appropriate.

Exchanges

Need a different size? The fastest route is to return the original for a refund and place a new order — but email us first, and for sizing exchanges we will do our best to handle it as a straight swap where stock allows.

Refund Timing and Costs

Refunds are issued within 10 business days of the returned item reaching us, and we will email you when the refund is processed. Unless the item was faulty or we made an error, return postage is the customer's responsibility. Original shipping charges are non-refundable except where the return is due to our error or a fault.