Refund policy

Return Policy & Liability for Personalized Items

1. General Return Period

You have 14 days from receipt of your order to initiate a return via the “Submit Return” link in the footer of our website. Log in with the email address you used to place the order. Returns are only accepted if the item:

  • Is in its original, unused condition

  • Retains all tags

  • Is in its original packaging

  • Is accompanied by the proof of purchase

After submitting your request, you will receive our decision within 48 business hours.

2. Exceptions to the Right of Withdrawal

Personalized products are excluded from the statutory right of withdrawal in the EU, unless there is a clear defect on our part.

3. Product Features & Usage Guidelines

  • Colors & Material: We offer two fluorescent colors—Citrus and Orange—made from a special nylon that glows in the dark.

  • Embroidery Variations: Due to the material’s structure, there may be up to a 1 mm variation in the position of the letters. By ordering, you agree that this minor variation is normal.

  • Hardware: All our D-rings and snap-hooks are cast brass. Brass can develop greenish oxidation if exposed to moisture (e.g., after your dog swims) and is not thoroughly dried and stored in a dry place. We do not accept liability for discoloration or corrosion due to improper care.

  • Weight Class: Our collars and harnesses are designed for dogs up to 20 kg.

  • Not Suitable for Extreme Loads: For very strong or “fighting” breeds, we cannot guarantee that the collar or harness will withstand extreme pulling forces. In such cases, we recommend specialized towing chains or leashes.

4. Customer Responsibility: Measurements & Embroidery Position

  • Neck Measurement: Carefully measure your dog’s neck circumference and provide this measurement when ordering.

  • Slider Adjustment: Based on your neck measurement, we adjust the slider before embroidering, so the embroidery never overlaps the slider.

If you fail to provide—or provide an incorrect—neck measurement, we cannot guarantee fit or embroidery position, and returns for this reason are excluded.

5. Submitting Returns & Store Credit

  1. Click “Submit Return” in the footer and log in with your order email.

  2. Provide a brief reason and upload clear photos.

  3. We will review your request within 48 business hours.

  4. If approved, we will credit your account with store credit (under “My Profile”).

  5. You will receive confirmation and can immediately place a new order, paying at checkout with your store credit.

Important: You never have to ship back an incorrectly measured collar or harness; your store credit is available immediately.

6. Errors on Our Part

If we make a production or shipping error—such as:

  • Delivering the wrong embroidery color

  • A spelling mistake in the name or phone number

—please contact us immediately at service@charlieandjones.com. We will replace the item or issue store credit at no cost to you.

7. Errors Due to Incorrect Website Input

If you enter an incorrect name, phone number, or neck measurement, we cannot accept returns or issue credits. Any chargeback or bank dispute related to these errors will be declined.

8. Customer Service

For assistance with measurements, order details, or any questions about our policy, please contact us at:
📧 service@charlieandjones.com

We’re here to help ensure your order is perfect!