Returns & Refunds Policy

Quick Summary

Please read before ordering:

• ❌ Rhinestone collars & embroidered items are custom made and non-returnable

• ✅ Balls and Everyday Essentials collars & leads can be returned unused

• ❌ Customised balls cannot be returned

• ✅ Treats can be returned only if unopened and stored correctly

• ⚠️ Used, damaged, or hairy items can’t be refunded

If something arrives faulty, we’ll always make it right 🤍

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Made-to-Order & Custom Items (Non-Returnable)

Due to the bespoke nature of our work, the following items cannot be returned or refunded, unless they arrive faulty:

• Rhinestone collars

All rhinestone collars are handmade to order and considered bespoke items.

• Embroidered goods

All embroidered items are custom made, non-stock products.

• Custom or personalised items

Any item made to your specifications or altered at your request.

This is in line with UK consumer regulations for custom-made products.

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Returnable Items

The following items may be returned within 14 days of delivery, provided they meet our return conditions:

• Balls

Standard (non-custom) balls only.

Balls with any custom changes or personalisation are non-returnable.

• Everyday Essentials collars & leads

Must be unused, undamaged, and in a fully resellable condition.

• Treats

Treats may be returned only if unopened, unused, and stored correctly since delivery.

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Return Conditions

To be eligible for a return:

• Items must be unused and clean

• Free from dog hair, dirt, saliva, or odours

• Returned in original packaging

• Proof of purchase required

We reserve the right to refuse returns that do not meet these conditions.

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Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us within 48 hours of delivery with:

• Your order number

• Clear photos of the issue

Faulty items will be assessed and repaired or replaced where appropriate.

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Return Shipping

• Customers are responsible for return postage unless the item is faulty

• We recommend using a tracked service

• Raz & Co cannot be responsible for items lost in transit

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Starting a Return

Please contact us at hello@razandco.com before sending anything back.

Returns sent without prior approval may not be accepted.