Returns, Size Exchanges & Refunds

Please contact us before sending any item back. Items returned without prior approval may not be accepted.

1. Handmade products and normal variations

Many GutsDogCom pet scarves and accessories are individually cut, sewn, assembled or finished by hand. Minor differences in stitching, thread finishing, symmetry, decoration placement, print placement, fabric texture, colour and measurements within a reasonable tolerance are part of their handmade character.

These differences are not normally defects where they are minor and do not materially affect safety, comfort, fastening, durability, overall appearance or intended use.

Broken or unusable fasteners, sharp edges, unsafe construction, open seams, major holes, serious stitching failure, major stains or damage present on arrival, missing components, substantial asymmetry, material size errors, incorrect personalisation caused by us, or issues that materially affect normal use are not treated as normal handmade variation.

2. Faulty, damaged or incorrect items

If an item arrives damaged, has a genuine manufacturing fault, is materially different from its description, or is not what you ordered, contact us as soon as reasonably possible. For transit damage or a wrong item, we recommend contacting us within 7 days of delivery so that courier evidence remains available.

Please provide your order number and clear photographs or video. Once verified, we may offer a replacement, remake, repair component, full or partial refund, or another reasonable solution.

Where the issue is our responsibility, GutsDogCom pays the standard replacement shipping cost in full. The customer will not be asked to pay half of that shipping cost.

For most lower-value international claims, the original item will not need to be returned. For higher-value products, repeated claims, safety concerns, suspected misuse or cases requiring inspection, we may arrange or request a return. Where the claim is valid and a return is reasonably required, GutsDogCom bears the reasonable standard return shipping cost.

3. Minor cosmetic issues

Where a minor cosmetic issue goes beyond normal handmade variation but does not materially affect safety or normal use, we may offer a proportionate partial refund, store credit, repair component or another reasonable solution.

4. Size exchanges

Eligible full-price, standard-size items may be exchanged once for another available size of the same design and colour when requested within 14 days after delivery.

• The item must be unworn, unwashed and unused.
• Original tags and packaging must remain intact.
• The item must be free from pet hair, stains, odours, damage or alterations and remain suitable for resale.
• Proof of purchase is required.

For a size exchange caused by the customer’s measurement or selection, the customer is responsible for return and reshipping costs.

5. Personalised, custom-made and Final Sale items

Personalised name tags, bespoke products, specially adjusted products, items made to customer-supplied measurements, gift cards and items clearly marked Final Sale are generally not eligible for change-of-mind return or size exchange, subject to mandatory law. Genuine faults and errors caused by GutsDogCom remain covered.

6. Refunds

Approved refunds are returned to the original payment method. We aim to process an approved refund within 10 business days, after which the bank or payment provider may require additional time.

7. Contact

Email: guts@gutsdog.com
WhatsApp: +852 6856 2748

Nothing in this policy limits any mandatory consumer rights that apply in the customer’s location.