Returns, exchanges and warranty

01Your legal rights come first

Nothing on this page reduces the rights you have by law. Where anything here appears to conflict with them, your legal rights win.

• Under the Consumer Contracts Regulations 2013 you may cancel an online order for any reason within 14 days of receiving it, and a further 14 days to return the goods.
• Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a 30-day right to reject for a full refund.
• For the first six months after delivery, a fault is presumed to have been there from the start unless we can show otherwise.

The 60-day window, the free exchange postage and the lifetime warranty described below are voluntary promises we add on top. They carry the conditions set out on this page. Your statutory rights do not.

02Sixty days to change your mind

You have 60 days from delivery to return anything for a full refund, whether it is faulty or you simply decided against it. That is 46 days more than the law requires, and we mean it.

• The item must come back in resaleable condition: unwashed, undamaged, and with the tags on.
• You are welcome to try it on your dog indoors to check the fit. That is the whole point. What we cannot take back is gear that has been walked in, swum in, chewed, cut or modified.
• Where an item comes back in a condition worse than a reasonable check required, we may reduce the refund to reflect the loss in value. We will always tell you the amount and why before we do it.
• The 60 days run from delivery of the original order. An exchange does not restart the clock.

Refunds go back to the original payment method within 14 days of us receiving the item, and usually much sooner.

03Wrong size? We pay both ways

Fit is the one thing you cannot judge from a photograph, so we carry the cost of getting it wrong. Tell us the size you need and we will email a prepaid return label and ship the replacement free.

• What it covers: the same product in a different size.
• How many: up to two free exchanges per item, per order. Beyond that we will still send the replacement free, but the return label is yours to cover.
• Where: United Kingdom delivery addresses.
• Condition: as above. Tried on, yes. Walked in, chewed or modified, no.
• Stock: if the size you need is unavailable we refund in full rather than make you wait.

Changing colour, or swapping to a different product, is a return and a new order rather than an exchange. You still have the full 60 days to do it.

04Where the free postage stops

The free label is a goodwill promise, and a small number of people treat goodwill as an invitation. So that we can keep offering it to everyone else, we reserve the right to withdraw the free postage element where we see:

• more than 6 free exchanges across your orders in any 12 months;
• items returned showing wear from use rather than from checking the fit;
• a pattern of ordering several sizes with the clear intention of returning most of them at our cost;
• orders of five or more of the same item, which we treat as trade rather than retail;
• returns of items bought from anyone other than us.

A person reviews every case before anything changes, and we will tell you in writing if it does. This is never an automated decision.

Withdrawing free postage does not touch your legal rights. Your 14-day cancellation right, your 30-day right to reject faulty goods and your right to a refund all continue exactly as before. If an item is genuinely faulty, we pay the return postage regardless of any of the above.

05The lifetime warranty

Every harness, collar and lead is warranted against defects in materials and workmanship for as long as you own the dog it was bought for. We will repair it or replace it, whichever we judge better, at our cost.

What it covers:

• stitching that fails, webbing that delaminates or separates;
• buckles, D-rings, trigger clips or other hardware that break, seize or fail to hold under normal use;
• plating that lifts or corrodes in ordinary conditions, including sea water.

What it does not cover:

• damage your dog does to it: chewing, clawing, or shaking it against something hard;
• cutting, drilling, dyeing or otherwise modifying the product;
• fair wear and tear, including gradual fading in sunlight and fraying at a point that rubs;
• loss, theft, or damage caused deliberately;
• use the product was not made for, including tethering a dog unattended, securing a dog in a moving vehicle, weight pulling, towing, or lifting.

The warranty is for the original purchaser and is not transferable if you sell the item on. We may ask for a photograph and your order number. If the product has been discontinued we will replace it with the nearest current equivalent.

A harness, collar or lead is walking equipment. It is not a vehicle restraint and it is not an escape-proof device. Check the fit and the hardware before every walk, and replace anything showing wear. Nothing in this warranty limits our liability for death or personal injury caused by our negligence, or for fraud, because the law does not allow that to be limited and we would not want to.

06Things we cannot take back

• products made or personalised to your specification;
• anything returned outside the 60 days, unless it is a warranty claim or a fault covered by your statutory rights;
• items bought from a stockist or a third-party marketplace, which need to go back to whoever sold them.

07How to start a return or a claim

Email [support@anubys.co.uk] with your order number and, for a warranty claim, a photograph of the problem. We aim to reply within one working day.

Please do not send anything back before you hear from us, as returns without a label reference can take considerably longer to find and process.

If we cannot resolve something between us, you can escalate to your card issuer, or to the courts. This does not affect your statutory rights.

08Who you are dealing with

Anubys, company number [company number], registered office [registered office address]. Contact: [support@anubys.co.uk].