Returns & Refunds Policy – Ponies & Pups

Last updated: 8 October 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 standard, non-customised items, including our Clearance range, you have 14 days from the date you receive your order to tell us 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 on arrival and contact us straight away if an item is faulty or damaged, ideally with photos. We will offer a repair, replacement, or full refund for faulty goods.

5. Return Shipping

Unless the item is faulty, you are responsible for paying the cost of returning your item to us. We recommend using a tracked service, as we can’t guarantee that we will receive your returned item.

If you return a standard item within the 14 days, we’ll refund the price of the item and the original delivery charge you paid. The cost of posting it back to us is not refundable.

6. International Returns

If you’re returning an item to us from outside the UK:

• Please use a tracked service and mark the customs form as “Returned goods” with the original order number, so that no UK import charges are applied.
• Any import taxes, duties or fees you paid to your own country when the order arrived are paid to your customs authority, not to us, so we can’t refund them. Your local customs may be able to tell you whether you can reclaim them.
• If an item arrives faulty, please contact us before sending anything back. We may be able to sort it from photos, saving you the trouble and cost of posting it.

7. Refunds

Once we’ve received and inspected your return, we’ll let you know whether the refund has been approved. If approved, you’ll be refunded to 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