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Please note:

We do not offer refunds or exchanges on:

-Gift Cards
-Any of our harnesses, collars or leads

All of our harness, collar or leads are custom, bespoke, and all hand-made to order in the UK by our tailor Miss J so please ensure that you measure your dog correctly and choose the correct size/ select custom size and ask for our assistance with custom sizing before you order.

The Poochu team and Miss J are always happy to accommodate with any questions and will help ensure you get the best fit before you order, so if you haven't ordered from us before please do get in-touch for assistance or email Miss J directly via: poochusir@gmail.com

Our harnesses are hand-made stylish pieces and intended to be worn when supervised by pooch parents and guardians.

Miss J, our tailor has been hand making items for her beloved pugs to wear and the styles have been tried and tested on lovely walks however, due to the nature of the luxury fabric and materials used we do not recommend this to be worn by dogs who pull vigorously on their leads whilst walking near roads/ traffic and we cannot be held responsible. So pooch parents please walk responsibly.

We are happy to repair faulty items that are returned to us within 14 days of purchase, please do send us a message with your order number and contact details to: poochusir@gmail.com to explain what is wrong with your product.

Returns for other items:

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Books/stationary/luxury items with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at poochusir@gmail.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at poochusir@gmail.com and we will provide you with a returns address.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Return shipping:

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We advise you to obtain a proof of shipping for any returned item as we cannot be held responsible for lost items by the courier company that you return.

If you are shipping an item over £30, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

SHIPPING:

We aim to make and ship bespoke items in 7-21 days (This can be a little longer during busy periods) as everything is hand-made to order.

We obtain a postal tracking receipt for every order.

UK items should arrive within 1-3 days after processing time.

International items should take 6-10 days to arrive via international tracked after processing time.

We cannot be held responsible for Royal Mail delivery times as delays occasionally occur and this is beyond our control.

*Please note:

-If you do not sign for your parcel and it is returned to us. You will be required to pay the postal fee/handling fee to have this re-delivered.

-If you provided the wrong address during placing your order and do not contact us to make an amendment, we cannot be held responsible for this and it is your responsibility to trace your item and collect it from your old address provided.