Returns & Refunds Policy - Ponies & Pups

Last Updated: June 2026

At Ponies & Pups, we want you and your four-legged friends to love your new gear! Because most of our products are handcrafted and made-to-order in our East Sussex studio, our returns policy is designed to be fair to both you and our small business.

1. Custom and Bespoke Orders

As most of our items (like our bespoke BioThane® collars, leads, and rope halters) are made specifically to your choice of size and colour, we cannot accept returns or exchanges on custom/bespoke orders unless they arrive faulty or damaged.

Tip: Please double-check our Size Guide before ordering to ensure the perfect fit!

2. Standard (Non-Custom) Items

For any standard, non-customised items, you have 14 days from the date you receive your order to notify us that you’d like to return it, and a further 14 days to get it back to us.

To be eligible for a return:

• Items must be in the same condition you received them—clean, unused, and free from mud or pet hair.
• Items must be in their original packaging.

3. How to Start a Return

To start a return, please drop us an email at info@poniesandpups.co.uk with your order number and the reason for the return. If your return is accepted, we’ll send you instructions on where to send your package.

Please note: Items sent back to us without first requesting a return will not be accepted.

4. Faulty or Damaged Items

We take great pride in our craftsmanship, but if something isn't right, we want to fix it! Please inspect your order upon receipt and contact us immediately if an item is defective or damaged. We will offer a repair, replacement, or full refund for faulty goods.

5. Return Shipping

Unless the item is faulty, you will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

6. Refunds

Once we’ve received and inspected your return, we’ll let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

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Questions?
If you’re unsure about sizing or custom options, just give us a shout before you order—we’re always happy to help!
Email: info@poniesandpups.co.uk