Refund policy
1. Refunds & Exchanges
You are entitled to a refund or exchange if the item:
✅ Is faulty and the defect was not disclosed before purchase.
✅ Is not of merchantable quality (meaning it does not meet reasonable quality expectations based on its description and price).
✅ Is not fit for its intended purpose.
To be eligible, you must return the item within 14 days of purchase with proof of purchase (receipt or bank statement). If the return falls outside this timeframe, you may still be eligible for an exchange or repair.
🔹 If you would prefer an exchange rather than a refund, we are happy to replace the item with one of equal value.
🚨 Hooper Ruff reserves the right to assess the item and confirm that the fault was not caused by misuse or damage after purchase.
2. Personalized Items (Collars & Leashes)
📏 Size Selection Matters!
- When placing an order, we ask for your dog’s neck size to ensure the correct fit.
- Since our collars and leashes are personalized, we cannot exchange or refund an item if the wrong size was selected at checkout.
- Once a collar or leash is stamped with a phone number or a dog’s name, it becomes a one-of-a-kind product and cannot be resold.
To prevent sizing mistakes, we may reach out via email to confirm your dog’s measurements. If we don’t receive a response, we will do our best to estimate the size based on your dog’s breed. However, the final responsibility for selecting the correct size rests with the owner.
🚫 No Change-of-Mind Returns: We cannot offer refunds or exchanges for personalized items simply because you change your mind.
3. What If Your Collar Doesn’t Fit?
If the fit isn’t quite right, here’s what you can do:
🛠 Modify Locally – Many shoe repair shops, leather makers, or key-cutting places can adjust collars by adding extra holes or shortening them.
📦 Send It Back for Adjustments – We can modify your existing collar by:
- Shortening the collar tongue
- Adding extra holes
💰 No charge for adjustments! You just cover shipping costs to and from our workshop.
We do everything possible to ensure the right fit the first time—so if you're unsure, reach out before ordering - info@hooperruff.com! 🐾 We’re always happy to help.