Refund policy

HOW TO RETURN:

Access our returns portal here.

• Follow the step-by-step instructions to process your return. You must return items to us within thirty days of delivery. Return requests will be reviewed and accepted/declined within five business days.
• Please include a note in your package containing your order number, name, and the items you are returning. 

Eligibility:

To be eligible for a return, your item must be in the same condition that you received it. We recommend trying the products on your pooch when received just in case you need to return it. We reserve the right to refuse an exchange or refund if items are non-saleable.

RETURN SHIPPING:

The buyer is responsible for paying return shipping costs. We recommend using a trackable service or purchasing shipping insurance in case your parcel goes missing. It is your responsibility to ensure the return reaches us.

REFUNDS:

Upon receiving and approving your return, we will send you an automatic email notification. If there are any issues with your return, our customer service team will contact you directly. We aim to process all returns within five working days.

If your return is approved, the refund will be automatically issued to your original payment method, minus any postage costs. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.

EXCHANGES:

If you need to exchange an item for a different size or colour, we offer this service at no extra delivery cost. Please contact us within seven days of receipt of delivery to arrange an exchange. Simply send your request via email to lolaandtoff@outlook.com, and include your order number, name and the details of the item you'd like to exchange.

Please note, we must first receive your returned item before we ship the exchange. Once we have received and inspected the return, we will process your exchange and send out the new item(s). Returns should be received in the condition they were supplied to you.

We will replace items if they are defective or damaged. The buyer must contact us within two days of receipt of delivery if there are any damages or defects to your items. Please check our Dog Accessory Disclaimer whereby it is the customers responsibility to check the appropriateness of the accessories brought.

NO REPLACEMENT POLICY:

Please note that we do not offer replacements for accessories damaged due to chewing or improper use. It is the responsibility of the pet owner to ensure the accessories are used correctly and under supervision.

For dogs that pull excessively, our accessories may experience a shorter lifespan. We do not offer refunds or replacements for accessories that have been misused or damaged by the dog (taken from our Dog Accessory Disclaimer - please read the full version found on our website).

NON-RETURNABLE ITEMS:

Unfortunately, some items are non-cancellable and non-refundable:

• Sale items: Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.

For any questions or further assistance, please do not hesitate to contact us at lolandtoff@outlook.com