Refund policy

At Toodlepips Designs, we want your shopping experience to be enjoyable, so we hope that all of our policies are fair and easy to understand. By placing an order with us, you are agreeing to the terms and conditions set out on this website, so we recommend taking a few moments to read through our policies before placing your order. If you have any questions, please do get in touch with us, we don't bite! 

RETURNS:

What if an item has arrived faulty?
If a product arrives faulty or damaged, we must be notified as soon as you have received your order and we may request photos to show the fault or damage. Thereafter, we will arrange a replacement.

What if an item has arrived that is incorrect?
If on a rare occasion we have made a mistake with your order, we will of course send out a replacement as soon as possible.

We cannot be held responsible for any damage caused to the products through misuse, or damage caused by your pets. It is up to you as the owner or the person supervising to ensure that items are not being chewed or damaged. We advise removing all accessories from your dog when they are left unattended.

What if I have ordered the incorrect size/style?
As all of our products are handmade to order and in a variety of options chosen by you (eg. fabric choice, hardware choice, or custom sizing) we are not able to offer refunds on items if you have changed your mind or ordered the incorrect size/style of product. We have put a lot of time into providing detailed information on each product listing, along with sizing information and measuring guides so that you can purchase the appropriate accessory for your dog. It is also important to bear in mind our delivery timescales, particularly when ordering for growing puppies, so we cannot offer refunds if you have ordered incorrect sizes.

We are always happy to discuss our products before a purchase is made to avoid any of the issues mentioned above, so please get in touch if you need any assistance regarding sizing or what style of product will suit your dog!

Wear and tear.
All items are expected to receive some level of wear and tear over a period of time so we cannot issue a specific guarantee on how long an item should last. Heavily used products will show wear much quicker than items that are not used very often. Other factors to consider are whether items are regularly exposed to sea water or abrasive surfaces. We recommend following our product care guides for the best longevity of your accessories. PLEASE INSPECT ITEMS REGULARLY AND DISCONTINUE USE IF THERE IS ANY DAMAGE.

Order Cancellations/Amendments.
You may cancel or amend an order within 24 hours of purchasing. Any requests to cancel an order or alter product details may not be possible after this time if we have already started making your items. However, if we have not already started working on your order then we will be happy to accommodate any changes.

Made to measure items.
Items that are made to measure will be made to the specific measurements you provide us. Therefore, we cannot be held responsible for items not fitting correctly if we were given incorrect measurements. Each product comes with a measuring guide and for harnesses, we have a step-by-step video for you to follow. Again, we are always happy to discuss our products before a purchase is made to avoid any issues, so please get in touch if you need any help.

Alterations.
If it is possible to make an alteration to a product, we will discuss this with you and make arrangements. In this instance, the buyer would be responsible for the postage costs involved and possibly a small charge for making the alteration. But please be aware that it is not always possible to make an alteration to an item and we will not do so if it might cause damage to or compromise the integrity of the item. But please be assured that we will do what we can to help.

With that in mind, it is especially important to read each products description and follow our measuring guides. As mentioned previously, it is important to bear in mind our delivery timescales particularly when ordering for growing puppies.

Sizing tolerance.
As everything is hand made individually, there may sometimes be very minor discrepancies in sizing.
Different fabrics may also make up slightly differently. For example, products made with some of our more substantial fabrics may feel thicker when finished and some of the lighter weight fabrics may feel a bit thinner. However, we pride ourselves on attention to detail, so please be assured that we would never send anything out that we would not be happy putting on our own dog!

To raise any concerns with us, please use the contact form provided below or email us direct at toodlepipsdesigns@outlook.com