Exchange Policy and Care
Due to the nature of being a small business with majority of products made to order refunds are not accepted. If you believe your item is faulty or damaged please contact us via email firstname.lastname@example.org to arrange a suitable option for you.
If you have purchased the incorrect size we can offer an exchange in the form of a store credit. We do not offer direct exchanges. We do not offer exchanges on change of mind purchases. Bandanas can not be returned nor items with any personalisation. All items must be returned with the original tags on them.
It is up to the responsibility of the customer to return the item to us. You are responsible for all shopping costs unless the reason the item is being return is due to a fault or damage. Original shipping costs are non refundable. We recommend you use a trackable postage service when sending your item back as we do not accept responsibility for parcels lost in transit. Please return your exchange along with the form posted in your original order. Once your item has arrived please allow 3-5 business days for your exchange to be processed and a credit note emailed to you. Your credit note will not expire so you can use it to purchase the correct size or a different item.
Exchanges are not accepted on any items after 3 months of the purchase date. It is up to the customer to take care of the items purchased. Please follow our care guide on how to best care for your items to ensure they last.
Please refer to the size guide of individual products before ordering.
Over the collar, tie up and puppy bandanas are machine washable and can go in with all other washing. Once dry trim any loose threads with scissors. I recommend hand-washing for all products.
If your bandana has an embellishment or personalisation please hand wash only.
All jackets and blankets are machine washable. They can have a cool iron on the plain reverse side.
All Indi Pups brand harnesses are machine washable. Please place items in a garment bag to protect buckles and velcro.
All bowties, sailor bows, collars and leads require spot cleaning and a cold hand wash. Please be careful with the hardware and avoid getting detergents, perfumes, moisturisers or sunscreen on them to avoid tarnishing.