Refund policy
Refund policy
RETURNS
Custom Made Orders: These items cannot be returned or exchanged unless they are defective or damaged upon receipt.
Non-Custom Products: We offer a 14-day return policy for these items, which means you have 14 days after receiving your order to initiate a return. Items must be in their original condition: brand new & unused. If upon return there are signs of even minor use a refund will not be issued.
Return Process
- To initiate a return, contact us at thecaninecarpenter@gmai.com with your order number and reason for the return. We will provide instructions on how to proceed.
- Customers are responsible for the cost of return shipping. We recommend using a recorded/tracked postage service to ensure the item arrives safely. The Canine Carpenter cannot be held responsible for returns that are lost in transit.
Condition of Returned Items
- Returned items must be in their original packaging, securely and suitably protected and in an un-used condition. Any items returned in a condition deemed unsuitable will be returned to the customer and no refund will be issued. The customer will be responsible for the return postage to themselves if the item is deemed as having been used and not suitable for a refund. The Canine Carpenter will not be responsible for paying for any postage if the customer is returning an item not in the specified condition.
Refund Eligibility
- Refunds are applicable only for items that meet our return eligibility criteria. Custom-made items are non-refundable unless they are defective upon delivery.
- Sale items are non-refundable and cannot be returned or exchanged.
Processing Refunds
- Once we receive your return, we will inspect the item and notify you of the status of your refund. If your return is approved, we will process the refund to your original method of payment. Please allow up to 10 business days for the refund to appear on your statement, depending on your payment provider.
Non-Refundable Conditions
- We do not refund items that are damaged due to general wear and tear, misuse, or neglect. This includes damage caused by chewing, biting, scratching or other destructive behaviour by your dog or misuse by the customer.
DAMAGED OR FAULTY GOODS
If your order arrives damaged or faulty, please email us at thecaninecarpenter@gmail.com within 14 days of receiving your item. Make sure to include clear photos including how the product was received in the box and a description of the issue.
We’ll happily arrange a replacement or refund once we’ve verified the fault but please note, this only applies to items that arrived damaged and have not been used. We’re unable to offer replacements or refunds for faults reported after the 14-day window or for items that show signs of use.
CONTACT US
If you have any questions or concerns regarding this Shipping, Return, and Refund Policy, please contact us at: thecaninecarpenter@gmail.com
By purchasing from The Canine Carpenter, you agree to the terms of this Shipping, Return, and Refund Policy. We reserve the right to update or modify this policy at any time without prior notice.
