Refund policy
Returns & Refunds
We sell one thing, and it has to fit. If it doesn't, we'd rather sort it out than keep your money. This policy explains exactly how that works.
The 60-Day Fit Guarantee
You have 60 days from the day your order is delivered to decide whether the jacket is right for your dog.
You do not need to keep it unused or unopened. Put it on your dog. Take her to the water. If the fit is wrong, the buoyancy isn't right for her build, or she simply won't wear it, send it back — a used, wet jacket is still returnable under this guarantee. That is the whole point of it.
Within those 60 days you can choose either:
- A different size or colour — we ship the replacement as soon as the return is on its way back to us; or
- A full refund of what you paid for the jacket.
Return shipping is on us
We pay for return postage. When you start a return we email you a prepaid return label — you do not pay to send anything back, and we do not deduct a return fee, restocking fee or handling charge from your refund.
How to start a return
- Get in touch through our contact page within 60 days of delivery.
- Tell us your order number and whether you want an exchange or a refund. If it's a sizing problem, your dog's chest measurement helps us get the swap right first time.
- We'll reply with a prepaid return label and instructions, normally within one business day.
- Drop the parcel off. Keep the receipt or tracking number until your refund or replacement arrives.
Please don't send anything back before contacting us — returns that arrive without a label reference can take considerably longer to match to an order.
When you'll get your money back
We process refunds within 2 business days of your return being delivered to us. Your bank or card issuer then takes its own time to post the money to your account — usually 3 to 10 business days, occasionally longer. The refund goes back to the original payment method; we can't redirect it to a different card or account.
Refunds cover what you paid for the item. Because shipping is free in both directions, there is nothing else to deduct.
Faulty, damaged or wrong items
If your jacket arrives damaged, has a manufacturing defect, or isn't what you ordered, tell us as soon as you notice and send a photo through the contact page. We will replace it or refund it in full, including any shipping you paid, and we will not ask you to pay to return it.
This applies regardless of the 60-day window. Nothing in this policy limits your rights under applicable consumer protection law, including any rights relating to goods that are defective, unsafe or not as described.
The free digital guides
Bundles include digital guides. Because they are delivered as downloads and cannot be sent back, they are yours to keep even if you return the jacket for a full refund. We do not deduct their listed value from your refund.
What we can't accept
- Returns requested more than 60 days after delivery.
- Jackets that have been deliberately cut, dyed, modified or damaged beyond the wear that comes from normal use in water.
- Items that aren't ours — please check you're returning to the right retailer.
Ordinary use is expected and fine.
Cancelling an order
If you need to cancel, contact us as quickly as you can. If the order hasn't been handed to the carrier we'll cancel it and refund you in full. If it has already shipped, treat it as a return under the guarantee above — we'll send you a prepaid label.
Parcels that don't arrive
Undelivered, delayed and lost parcels are covered by our Shipping Policy rather than this one.
Questions
If anything here is unclear, or your situation doesn't fit neatly into the above, ask us through the contact page. We would rather talk it through than have you guess.