RETURNS, EXCHANGES, AND LIABILITY
Our products DO NOT come with a lifetime guarantee. Natural wear and tear will happen even to the best of made products. Please check your products often for signs of natural wear and throw away any product that becomes damaged. We are not liable for any harm that may come to your pet by misusing any product from our store, or using the product after it has become worn or damaged. We make sure to check each piece of hardware before it is used on any product we send out. Likewise, we will not send out any product with known damage. That being said human errors can happen so if you feel there is something wrong with your product please reach out.
Each piece of custom BioThane gear is hand made to order to your specifications. While many handmade businesses like ours do not accept returns unless there is a manufacturing defect, we want our customers to be happy with their purchase, and we understand that sometimes the wrong thing is ordered or the item does not fit. As such, returns are accepted on a case by case basis, and return shipping costs must be covered by the buyer. The item must be returned within 30 days of receipt in like new, salable condition. For a return inquiry, please contact us at firstname.lastname@example.org. Please use subject line "Return Inquiry Order ####." Please include a brief description of the issue. We will provide return instructions. Please do not return items without contacting us. Please note that we do not cover shipping costs for elective returns or exchanges, or for items that were ordered in the wrong size. Once we receive the item, your refund will be processed within 7 days.
Returns and exchanges do not cover normal wear and tear, chewing, damage caused by accidents, or the natural breakdown of colors and materials over extended time and use. Small nicks to the soft, outer PVC coating of BioThane can occur under normal use and are not subject to potential return or exchange. BioThane is not chew proof. Please do not leave your dog unattended while wearing/using any BioThane product.