3.Shipping Costs for Returns and Exchanges

• Customer Error / Change of Mind: If you are returning or exchanging a standard item, or sending a custom item for re-tailoring, you are responsible for paying your own shipping costs. Shipping costs are non-refundable.
• Our Error: If we made a mistake (e.g., sent the wrong color, incorrect standard size, or did not match the measurements you provided in your order form), we will fully cover all return and replacement shipping expenses.

4. How to Initiate a Return, Exchange, or Re-tailoring
To start the process, please follow these steps:

1. Send an email to thebugfordog@gmail.com with your order number and the reason for the return/alteration.
2. Once your request is approved, we will provide you with the return shipping address (located in Covilhã, Portugal).
3. We highly recommend using a trackable shipping service. We cannot guarantee that we will receive your returned item, and we are not responsible for packages lost in transit by postal services.

1. Custom-Made Items (Harnesses made to order)
Because our custom harnesses are handcrafted to your dog's individual measurements, they are not eligible for returns, exchanges, or refunds unless there is a manufacturing defect or an error on our part.
However, we understand that measuring a pet can be tricky. If you made a mistake with the measurements, we offer a re-tailoring service:

• You can send the harness back to us for size adjustment or alteration.
• You must contact us via email at thebugfordog@gmail.com before shipping the item to receive instructions and the return shipping address.
• You (the customer) are responsible for covering all shipping costs both ways (sending the item to us and shipping the altered item back to you).

2. Standard Ready-Made Items (Standard sizes, leashes, etc.)
For non-customized, standard items, you have the right to return or exchange your purchase within 14 calendar days from the day you received the package.
To be eligible for a return or exchange, standard items must fulfill the following conditions:

• The item must be completely clean, free of dog hair, and free of odors.
• The item must be in its original, unused condition, with all tags attached (if applicable).
• We reserve the right to refuse a return if the item shows signs of wear, washing, or dirt.

Returns & Exchanges Policy